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NEW UPGRADE PROBLEM, PLEASE HELP!

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Regular Visitor

NEW UPGRADE PROBLEM, PLEASE HELP!

I currently updagred my service to Performance Pro 75mps, but it's only showing 10mps in the online account. I DID NOT receive any email confirmation from Comcast, and I called them 3-4 times asking for the confirmation email. All I have been told was waiting 24 hours, to another 24 hours.

My Internet plan:Performance Pro

Download Speed: 10Mbps*
Upload Speed: 2Mbps

Diamond Problem Solver

Re: NEW UPGRADE PROBLEM, PLEASE HELP!

What are you actually getting here;

http://speedtest.xfinity.com
Regular Visitor

Re: NEW UPGRADE PROBLEM, PLEASE HELP!

Thanks for the link. I just run the speed test and it shows that my download speed is 13.36 mbps, and the upload speed is 5.34 mbps. 

 

I just got off the phone with Comcast customer service, and they told me my service is HSD Performance 25. But I upgraded my service to 75 mbps and this is just so confusing. Which one is correct since I'm paying for 75 mbps? Smiley Sad

Diamond Problem Solver

Re: NEW UPGRADE PROBLEM, PLEASE HELP!

Call back in and ask a rep to *roll and re-provision* the modem. Also ask them 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.