Escalation: $100 in-home visit billed after “no charge” assurances + upload stuck ~40 Mbps (OFDMA/DOCSIS 3.1)

Hello Xfinity Support Team,

I’m escalating this publicly because it has been several months and I never received the promised follow-ups, despite hours of chats, transfers, and multiple callback (“virtual hold”) confirmations. I’m requesting help resolving TWO issues, and I have screenshots/transcripts to support everything below.

I am happy to provide any personal/account details via Direct Message. Please advise where to send them securely if needed.

Issue 1: $100 in-home service visit charge billed after I was assured it would be free

• A technician visit occurred on April 3, 2025. I only scheduled the visit because I was explicitly told beforehand (by phone) that it would be free of charge due to a service issue.
• After the visit, I confirmed again via Xfinity chat and was told multiple times that I would not be charged (examples: “you are not going to incur any charges for the tech visit,” and “the tech visit charge is free of cost,” and “Do not worry $100 will be for sure refund in your account.”).
• Despite those assurances, my bill included a $100 “In Home Service Visit” one-time charge.
• Ticket number: ECM0013984633. The portal now shows “Credit escalation request is closed,” and I was later told the refund was denied as “valid,” with no refund applied.

Requested resolution (Issue 1):
Please re-open/review ticket ECM0013984633 and issue the $100 credit/refund based on the documented “no charge” assurances. I can provide screenshots and the full transcript via DM immediately.

Issue 2: Upload speed stuck around ~40 Mbps despite enhanced upload expectations (OFDMA upstream not active)

• I’m on the Connect More internet plan. Download speed is fine (~470–480 Mbps), but upload is consistently ~40–41 Mbps (example: 475 down / 40.8 up).
• When I checked Xfinity’s plan details for my address, it showed a typical upload speed of 169.62 Mbps in my area.
• I purchased a newer modem specifically for this: Netgear Nighthawk CAX30 (DOCSIS 3.1 capable). In the modem diagnostics, upstream OFDMA is not locking (shows “Ranging Status: Other,” 0 MHz / 0 dBmV), and only legacy ATDMA upstream channels lock, which aligns with being stuck around ~40 Mbps upload.
• I was escalated to Advanced Support previously but never received the promised follow-up. Advanced Support confirmation ID: 1001853180882026.
• Callback/virtual hold confirmations that did not result in a solution or sustained follow-up: FIL-10155607-1 and FIL-10166307-1.

Key questions (Issue 2):
Please confirm, in writing, which of these is the actual blocker:

1. My address is not fully enabled for enhanced upstream yet, or there is a filter/trap at the tap/node that needs maintenance, or provisioning/bootfile needs correction, or
2. My owned modem is not eligible for the higher “Next Gen / enhanced upload” tier in my market (even if it is DOCSIS 3.1).

I understand Xfinity has a specific “Next Gen Speed Tier” approved device list for higher upload tiers. In your compatible devices document, the CAX30 appears as a recommended compatible device, but it is not listed under the “Next Gen Speed Tier” section. Please confirm whether my CAX30 is eligible for enhanced uploads in my market, and if not, please state exactly which approved modem/gateway I must use to receive the enhanced uploads.

Requested resolution (Issue 2):

• Please provide a clear timeline for Advanced Support to follow up on 1001853180882026 and confirm what action will be taken (provisioning/bootfile correction, OFDMA enablement, maintenance visit for tap/filter, etc.).
• If the CAX30 is not eligible for enhanced uploads, please state that clearly and list the approved models I should use instead.

Thank you for your help. I’m happy to provide screenshots, modem diagnostics, and any account details via Direct Message so this can be resolved without more repeated transfers.