3 Messages
Next Gen Internet Speed Confusion
I had previously been told that my account/address has next gen internet speeds enabled/available (multiple times over the phone) and I needed to upgrade to a modem on the next gen speed list. I did that and my upload speed is still 38Mbps when it should be closer to 200. I called again and was suddenly told its maxed out at 35 despite being told multiple times by multiple people that it was capped at 200. Can somebody help me out here? I'm getting tired of waiting through phone trees for inconsistent information.
XfinityThomasC
Official Employee
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3K Messages
2 hours ago
Hello, @ik629, and sorry for any confusion. Let's find out what your upload speed should be. Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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