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Unlimited Data not available

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Regular Visitor

Unlimited Data not available

Last month I added Unlimited Data option to our internet plan.

Later the same month, I made changes going from 275 to 1GB speed plan signing up for 2 years.

 

DataPlan FAQ says:

The 1.2 Terabyte Internet Data Usage Plan does not currently apply to Xfinity Internet customers on our Gigabit Pro tier of service. The plan also does not apply to Business Internet customers, customers on Bulk Internet agreements, customers with Prepaid Internet, or customers who enroll in the Unlimited Data Option.

 

I assumed the 1GB plan would be unlimited.

 

And now in November, the Internet service page shows again we have a data cap!

So I guess the "Gigabit Pro" is not the "tier of service" we get when we upgrade to 1GB?

 

That is at least misleading in the dataplan FAQ page.

 

Finally I'm trying to get the Unlimited data option again, assuming an answer from xfinity that the 1GB plan still has the datacap, and I get the errorCode=DFPLN4000 when trying to get it.

 

What's going on?

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Expert

Re: Unlimited Data not available

@mlagosh 

 

1GB and Gigabit Pro are two different plans.  Gigabit Pro is 2GB with completely unlimited data and costs $300 per month and has specific hardware and installation requirements.

 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Unlimited Data not available

Hi there, mlagosh. Good morning. We appreciate you visiting us here in the Community. We can definitely help you with your plan/data usage concerns! I have included a couple bits of info that may help explain things.

 

What is Gigabit Internet Service?
Gigabit Internet Service is a service with download speeds up to 1 Gbps and upload speeds up to 35 Mbps that we deliver via our existing Hybrid Fiber-Coax (HFC) network.

What is the difference between Gigabit Pro and Gigabit Internet Service?

  • Gigabit Pro - 2 Gigabit, fiber-to-home product designed for the most advanced homes that require customers live in close proximity to our fiber network. Professional installation involves a site survey by a specially trained technician and a fiber build to the home that may also require a permitting process, construction, and professional-grade equipment.
  • Gigabit Internet Service - 1 Gigabit Internet service over Hybrid Fiber-Coax (HFC) that uses the existing communication lines that are already in most people's homes. As a result, we will have the potential to reach more homes even faster with broad deployment across communities.

Will the usage-based billing plan apply to Gigabit Internet Service?
Gigabit Internet Service customers will be subject to the local usage-based billing plan unless otherwise stated. The 1 Terabyte (TB) usage threshold for Xfinity Internet customers does apply to 1 Gigabit. Find out additional information on data usage plans.

 

Do data usage plans apply for Gigabit Pro customers?
No. Not at this time.

 

It sounds like you upgraded your service to Gigabit and with that if you're in an eligible area which it sounds like you are, the 1 TB data usage threshold would apply. Here is more about that: https://comca.st/2U3bIfI?. You'll see in there it says, "The 1.2 Terabyte Internet Data Usage Plan provides you with 1.2 Terabytes (TB) of Internet data usage each month as part of your monthly Xfinity Internet service. If you choose to use more than 1.2 TB in a month, we will automatically add blocks of 50 GB to your account for an additional fee of $10 each. Your charges, however, will not exceed $100 each month, no matter how much you use." If you're still interested in adding unlimited data, please send me a PM with your first and last name. I can assist from there. We're sorry for any confusion. We hope to hear from you soon. Thanks!

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 


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Official Employee

Re: Unlimited Data not available

It was great working with you, mlagosh. I'm happy we were able to get the unlimited data portion added back onto your account. Let us know if you need anything else down the road. Thank you for your time!


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!