Visitor
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2 Messages
Follow up on forum message
Hello,
I'm reaching out to get some help. I've been having these issues for several months and can't come to a resolution. I am part of a bulk program with my apartment home. I signed up to upgrade my monthly service from the basic 800mbps to 1200mbps. As of May 2026 I noticed my Internet service significantly slow down. When I reached out I was met with no solution. I then started to notice that my monthly WiFi summary emails show that I'm receiving 800mbps the basic plan. It was at that point that I stopped paying the upgrade billing amount. I have now received multiple emails to pay my past due balance. But without resolution as to why my service is still basic 800mbps I don't feel that I should continue to pay for a service I am not receiving. I would also like to have my account reviewed in it's entirety to determine if I ever received the upgraded Internet speed of 1200 mbps.
XfinityJosephA
Official Employee
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2.5K Messages
6 days ago
Hello @user_1gg8nz we can take a closer look at your account and help. Since this concern involves billing send us a direct message, so we can review account specific information. Just include your name and service address? To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
You can see how to send us a direct message here,
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1….
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