Paid to upgrade to 1Gbps, now getting less than previous tier in speeds

Greetings, @user_5p2bot! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your new service, but you have definitely come to the right place for assistance.

If you just recently upgraded to a Docsis 3.1 modem, it may need to be reprovisioned with the correct boot file for your subscription speed. If you could 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, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

@user_5p2bot @XfinityJamesC 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.