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user_qanxrq
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08/15/2026 12:37 AM

Billing Dispute – Paying for 2 Gig Service but Account Shows 100 Mbps

I’m contacting you regarding a significant discrepancy with my internet service.
I recently updated my Xfinity service and selected the 2 Gig Internet plan, which is listed on my order/account documentation as providing download speeds up to 2,000 Mbps and upload speeds up to 250 Mbps for $140 per month.
However, when reviewing my Xfinity account today, I noticed that my current internet service is showing only 100 Mbps.
If my service has actually been provisioned at 100 Mbps while I have been billed for the 2 Gig plan, I would like this investigated and corrected immediately. I should not be charged the 2 Gig rate for a substantially lower tier of service.
Please:
1. Confirm what speed tier my modem/account has actually been provisioned for since I changed to the 2 Gig plan.
2. Confirm the effective date on which the 2 Gig service was supposed to begin.
3. Determine whether there has been any period during which I was billed for 2 Gig service while my account was provisioned at only 100 Mbps.
4. Correct the provisioning so that I am receiving the 2 Gig service I am paying for.
5. Apply an appropriate retroactive account credit for any period in which I was charged for 2 Gig service but was only provisioned for 100 Mbps or another lower service tier.
I have documentation from Xfinity showing that my plan is Internet 2 Gig – up to 2,000 Mbps download / 250 Mbps upload at $140 per month, and I have also provided screenshots showing the discrepancy in my account

Question

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9 days ago

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EG

Expert

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122.2K Messages

2 months ago

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

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XfinityVictor

Official Employee

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2.6K Messages

2 months ago

 

user_qanxrq Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service. To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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user_qanxrq

Visitor

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2 Messages

Like I said in the post, I’m paying for the 2 gig service, but when I go into my account the Internet Speed section says “100 mbps Plan.” 

it seems you simply have me paying for the 2 gig plan but the system set me to the 100mbps plan. 

should be an easy fix. It’s not a technical issue, you’ve simply set my service to the wrong plan.

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26 days ago

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Jetben900

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2 Messages

26 days ago

I am having the same issues and I am not setting the speeds I am paying for. Has xfinity done anything to help you?

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XfinityThomasC

Official Employee

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3.7K Messages

Hello, @Jetben900 are you not seeing the speeds your paying for after a speed test or is your account showing a different speed tier than what you pay for? Can you describe for me any troubleshooting steps you've already taken? 

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 as Best Answer.tick

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26 days ago

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Jetben900

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Showing a different tier. I've had a tech come out and I've been to a store 2 times. Almost ready to just leave Xfinity after 7 years of having them

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26 days ago

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XfinityThomasC

Official Employee

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3.7K Messages

@Jetben900 Please allow me to get this poor experience turned around, so you get the proper speeds. Could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

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

Press Enter to send it.

 

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer.tick

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26 days ago

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user_91k4bt

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5 Messages

@Jetben900​ 

Same here this is very alarming to see that this is an issue with others. 

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9 days ago

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user_91k4bt

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5 Messages

9 days ago

I’m having the same issue. I’ve been having it for probably about two-plus years now. I finally tried to get to the bottom of it and realized I’m only getting less than 100 Mbps but paying for 1000. I go to Xfinity's website to run a speed test, but suddenly you can’t. It’s just a chat support selection; then you click the speed test, and it takes you back to where you started before chat support. Weirdly, chat support Can’t tell you how to run a speed test. They tell you to go online and do this or that, even though it says you have to do it in the app, and then they disconnect and end the chat because they do not know what to tell you about them [Edited: “Profanity”] you over. It's disheartening to realize I’ve been paying all this money for such [Edited: “Profanity”]  Internet service, which is why this needs to be investigated. It's no coincidence that a Google search led me to this forum with people having the same issues; shame on you, Xfinity. I will definitely take this further for review. This is unacceptable: charging people for High speeds and giving them such low, [Edited: “Profanity”] speeds and service is unacceptable.

(edited)

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