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Chat Service Poor

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Chat Service Poor

So I receive the letter that Xfinity Internet service has been increased from 25 Mbps to 60 Mbps. I followed all the instructions in the letter, restarting my computer and modem, no change. (I tried more than once). So I contact Comcast via the chat feature, they do their thing and when he can't fix the problem I suddenly get disconnected. I get back on the chat feature, this time with adifferent agent, who tells me at the end of everything I need a new modem. I have a brand new modem that's only a couple months old, and it's high-end. They transfer me to someone else and of course I immediately get disconnected. So I guess when they don't want to deal with you anymore they just disconnect you. Has anyone who got the letter about the upgraded speed been able to actually been able to get upgraded speed?