Visitor
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1 Message
Internet speeds intermittent. Charged for speeds that are not actual.
Several wires replaced at street and speed is still only producing 16MBPS. We're being charged for *up to 1100MBPS.
How can we have a service tech here to correct the issue and who do we get in touch with in regards to credits for being charged for speeds that we've not ever been able to receive. After lines were replaced at the street and damaged new lines repaired, techs tested speeds Outside to say everything was Ok.
Tech explained that prior; further residences down the line/street were actually receiving less than 1mbps and couldn't believe they weren't calling in.
XfinityChristy
Official Employee
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2K Messages
26 days ago
Hi user_i1d3yl, thank you for reaching out via our Xfinity Community Forums. I can understand why you're upset when you're paying for Gig plus speed and only getting 16 Mbps, especially after wires have been replaced. It's definitely not the experience we want you to have, and it's concerning to hear that the issue persists even after the line work. It's also really important to me that you receive the service you're paying for. I want to help get this resolved for you right away. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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