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user_Will
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6 Messages

Sunday, September 15th, 2024 6:14 PM

Plan is 500 speed is 100

Hi my internet speed seems slow so I went to upgrade my speed.  My current plan on the app says 500 speed. This is what I pay for.  The current service says 100 speed.  Why am I paying for 500 and getting 100?

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2 months ago

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user_Will

6 Messages

2 months ago

11:55

Your plan

= ⑦

Change plan

Speed

Download speed: up to 100 Mbps, Upload speed: up to 5 Mbps

Upgrade speed

Equipment

Customer owned modem

Add xFi Gateway

Usage

312 GB / used this month (Sep 1 - Sep

30)

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• xfinity.com

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user_Will

6 Messages

2 months ago

CURRENT SERVICES

Internet

500 Mbps

TV

30+ Channels

CURRENT MONTHLY TOTAL

$126.86/mo

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XfinityThomasC

Official Employee

 • 

2K Messages

Hello, @user_Will Sorry to hear you are having some speed issues with your connection. Was that speed test performed on a device that is hardwired to your modem? Tell us what additional troubleshooting steps you've already tried to resolve this lack of full speed. You can use our helpful troubleshooting page here to assist in discovering why there is an issue. Please let the community know the results as we are all here to help. 

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.
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2 months ago

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user_Will

6 Messages

Yes it is hardwired.  I was told I should only expect 100 speed as that is what I am paying for, even though my plan is for 500 speed and that is what I am truly paying for.  I just want to know why none of the customer service people can see what my plan is?  My speed is slow because xfinity thinks that is what I am supposed to be getting.  I pay $126 a month.  Should I walk in to a store as opposed to calling or chatting?

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2 months ago

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XfinityWilliam

Official Employee

 • 

1K Messages

 

user_Will Hello there. We can take a closer look at your account, and make sure you are getting those speeds that you are paying for! Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

 

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 a reply as the Accepted Answer.tick

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2 months ago

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XfinityRichard

Official Employee

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1.4K Messages

It was a pleasure, @user_Will talking with you in private today. Please don't hesitate to reach back out if you have any further questions or concerns, we'll always be here for you!-Richard

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 a reply as the Accepted Answer.tick

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2 months ago

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EG

Expert

 • 

107.1K Messages

2 months ago

@user_Will @XfinityWilliam 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_Will

6 Messages

The outcome is that they don’t know why my app tells me 500.  I get 100 speed for $126/mo.  That is what 100 speed costs.  Thanks for your help.

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2 months ago

EG

Expert

 • 

107.1K Messages

2 months ago

Hey @XfinityRichard would you mind sharing with the community what the solution was ?

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user_Will

6 Messages

The solution was that my app is showing me the wrong speed of 500 as my current plan.  $126/mo is what I pay for 100.  They suggested I change my plan.

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2 months ago

EG

Expert

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107.1K Messages

2 months ago

@user_Will 

Thanks for sharing that !

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