Billing and Equipment Disconnect – Requesting Proper Gateway for 2Gbps Plan

I am writing because I am currently paying $113/month for Xfinity’s 2 Gbps internet service, but I am physically capped at 900 Mbps because Xfinity has failed to provide a modem capable of supporting the speeds I am paying for.

When I chatted with support, I was told I must upgrade to a more expensive plan ($130) just to receive the free upgraded modem that handles these speeds. I refuse to pay a higher monthly rate just to get the speeds I have already been faithfully paying for.

I would like to remain a customer, but I need an equipment swap processed for an XB8 Gateway (which has the necessary 2.5 Gbps port) sent to my address with the equipment fee waived/included. I look forward to your prompt response to resolve this bottleneck.

Services address: 2241 NW 70TH AVE, SUNRISE, FLORIDA 33313.