irarichardsmith's profile

Problem Solver

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249 Messages

Sat, Oct 23, 2021 4:09 PM

Question about internet speed upgrade email

Yesterday afternoon I received an email from Comcast indicating that they are increasing my download speeds from 400 Mbps to up to 600 Mbps.  The email stated that this is included as part of my current plan and to take advantage of it all I needed to do was restart my modem.

My current plan as part of a quad bundle from Comcast is 105 Mbps.  I own my own modem-router combo, the Arris Surfboard SVG2482AC model which according to the information from Comcast will go up to 600 Mbps.  

I did restart my modem by disconnecting the electrical connection, leaving it sit totally off for about 20 minutes, plugged it back in and let it restart.  I then used a cabled connection from the back of the modem directly to my Surface laptop computer and used the speedtest.xfinity.com site to conduct a speed test and I am still getting just the 105 Mbps that I originally was.  I also tried the WIFI connection route and still came up with the 105 Mbps that I have always had.

I tried to find a phone number to contact Xfinity about this and did not have any success finding a number to call.  I tried a number of phrases on asking a question to the chat agent and still couldn't get any information about this.

So I was wondering if anyone here knew what was up with this or if the email was some sort of blanket mailing that really doesn't apply to me?

Accepted Solution

EG

Expert

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90.6K Messages

1 m ago

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.. You should get a reply here in your topic. Good luck !

Problem Solver

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249 Messages

@EG 

Thank you for your assistance in helping find an answer to my question.  I do appreciate it very much and yes I hope to have good luck in resolving it as the increased speed would be nice if it is something that is truly available to me.

Official Employee

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485 Messages

Hi there! We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
EG

Expert

 • 

90.6K Messages

@irarichardsmith

Quite welcome ! 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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