Visitor
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1 Message
Paid for Higher Tier Subscription No Change in Upload Speed
I upgraded my plan from 40Mbps upload speed to 300Mbps, but no change has occurred. I have been trying to reach XFINITY over the phone but the troubleshooting process from the XFINITY customer support line makes you do the same steps over and over again and restarting your router. It keeps saying my internet is fine but it doesn't even understand what the problem is (upload speed) and won't even test it. I tried asking the chat bot to connect me to a live agent but it would not do it no matter what I said. I am so close to cancelling my experience, all I want to do is talk to a human being because the AI is too incompetent to be giving answers to customers.
XfinityMatthew
Official Employee
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1.4K Messages
16 hours ago
Hello @nsiviy Thanks for reaching out. To get the higher upload speeds there are a few things we need to check. First being the address is eligible for the higher speeds and coded as such in our system. Assuming it is we then will want to double-check the equipment and bootfile to make sure it is receiving the proper speed. To do all this we will need to access the account. Please send us a direct message with your full name and service address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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