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Tuesday, November 12th, 2024 8:08 PM

Wanting to upgrade internet speed

I want to upgrade my internet speed from 300mbs to 500mbs, but don't know if that will cancel my current 24-month contract. Impossible to understand what is on the website, and cannot chat with a real person to ask questions.

Expert

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107K Messages

1 day ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Gold Problem Solver

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26K Messages

1 day ago

@XfinityRaf wrote: "... send your name and address over in a Modmail message ..."

"Modmail" is the private message facility used on the Reddit web site. Here in the Xfinity Forums, the equivalent is Direct Messaging. Once again, the employee has given incorrect instructions.

To send the requested information in a private Direct Message ("DM") from any forums.xfinity.com page:

  • Click "Sign In" if that prompt is visible  

  • Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging  

  • On the DM page click the "New message" (pencil and paper) icon  

  • The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.

      Instead, type Xfinity Support there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

  • Type your message in the text area near the bottom of the window

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. Go ahead and select it. But if a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. If that happens, go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.

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