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jx455
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Friday, December 5th, 2025 1:06 AM

Received 1300 Mbps Upgrade Offer, But Account Only Shows 'Fast' (500 Mbps)

Hi,

I am hoping to get some clarification about my internet plan. I received a letter stating that my community is now under a bulk agreement and that I could upgrade my speeds to 1300 Mbps for an additional ten dollars per month. From what I understand, upgraded areas should receive speeds around 1300/200.

However, when I check my account, it shows that a plan called "Fast" was added. That plan appears to offer much lower speeds than what was described in the letter (only 500 Mbps), even though the cost is the same. I am not seeing anything indicating that the 1300 Mbps option was applied.

Could you help me understand whether the upgrade I am paying for should include the 1300 Mbps (approximately 1300/200) speed tier mentioned in the letter, and why my account is showing a different plan?

Thank you.

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21 hours ago

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XfinityAmandaB

Official Employee

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2.8K Messages

22 hours ago

 

jx455 I would be more than happy to help review this offer and the details for you. I will let you know we do not have a 1300Mbps speed option. We do have a few options near that speed, so I will need to review your account details for you. Speeds can also depend on location, as well as to make sure I can provide accurate information for you. Send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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XfinityAmandaB

Official Employee

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2.8K Messages

Thank you for asking! From the image, I can see that it looks like you may be in a community that provides your services. If that is the case, your account would be using our older speed options that are included in the agreement with your community and are not a part of the normal pricing options anymore, as they have been retired.

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