Mislead to getting upgraded plan

Hello, @jjst134 thank you for taking time out of your day to create a post. You've contacted the right place for assistance, and I'd like to look into both the connection issue and promotion concern. From experience, the only time speed upgrade are usually needed for connection issues relate to:

- If you're connecting more devices than the speed can support. 

- Trying to do too much that network can't support (heavy gaming on a slow speed, large upload/downloads on slower speeds, etc)

Since I will need to gather some information to locate your account, and we don't want that in our public conversation. When you have time, please send a direct message. 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

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

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address

@jjst134 I appreciate you sending the direct message, I'll follow up with you there to continue. 

It was a pleasure, @jjst134 working with you in private today and getting you taken care of! We do appreciate you and we truly do appreciate your business!-Richard