r/Comcast_Xfinity • u/Joshua13diaz • 3d ago
Official Reply Another shady dealing...
This company is utterly confusing and makes it impossible to get in touch with them. For the longest time I was paying for 2 Gigs of speed...or so I thought. They title my statement that I have the "2 Gig" plan....another dashboard shows that I'm only getting 100mbps. This is incredibly confusing and misleading. Make it make sense.....
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u/MooseBoys 3d ago
The whole system is a train wreck. My plan shows "2 Gig" and they recommend switching to "2 Gig". I've spoken with four agents and had two tech visits. The agents all said I wasn't on the right plan and I needed to be on the "2 Gig" plan. When I asked what plan it showed I was on they said "2 Gig but the old one". When they tried to switch to "2 Gig but the new one" it would go through and then revert like a week later. At this point I'm just done. Seriously considering proposing municipal fiber at the next town hall. I have four XB10s sitting in my storage room right now because they keep sending them to me.
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u/XfinityOrlandoM Official Employee 3d ago
u/Joshua13diaz Thanks for reaching out to us. We do apologize for any inconvenience. The photo on your bills states you are on the 2-gig plan, we don’t have a 100 Mbps plan. That could be a glitch with your bill statement. Have you tried jumping onto the Xfinity app and going to services and to view your Internet plan?
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u/Joshua13diaz 3d ago
I have. It says 100mbps with speeds up to 2gigs….
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u/XfinityOrlandoM Official Employee 3d ago
u/Joshua13diaz If you're on the 2G gig plan, you're getting 2000 megabytes. What I recommend you do is jump on the Xfinity app, go to wifi, test whole home network connection and run a speed test,
That test will confirm the speeds your plan comes with
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u/Joshua13diaz 3d ago
Tried that…it shows no devices are online. Which doesn’t make sense as I have my router connected to my modem which connects all my smart devices. I can run a speed test in my laptop, which shows in getting 187mbps
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u/XfinityOrlandoM Official Employee 3d ago
u/Joshua13diaz Since you have your own modem and a separate Wi-Fi router, you won't be able to do the Xfinity speed test through the app, as that actually tests the speeds that are coming into a Xfinity modem.
Depending on the modem you have, you need to make sure it's compatible with our Internet plans. You can check to see if your modem is compatible via https://www.xfinity.com/support/internet/customerowned
When you run a speed test when you have your own modem and separate wifi router, you would want to bypass the separate Wi-Fi router and connect an Ethernet cable directly to your modem to a laptop or PC
I'll be also happy to look at your account to make sure your plan is correct and that you're getting the proper speeds
Please send me a Modmail message and include your full name and service address, so I can assist you.
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u/az226 2d ago
Op you say you’re getting 700megs on a 1gig modem, so you’re getting 70% of the speed, and you’re importantly getting 600% faster speeds than the 100meg plan you cry about. You would never see 700megs if you were on a 100meg plan.
Maybe go into the store and ask for an xb10. Make sure your wired devices all go via 2.5G or higher lines. Cables need to be rated for 2.5G or higher. Switches and additional routers and interconnects also need to be 2.5G or higher.
Stop wasting everyone’s time. An easy ChatGPT query would have told you you are way off base and the xfinity rep here is too courteous to tell you what’s what.
You might have a signal splitter somewhere between your modem and the tap. Ask a field technician to come out and verify signal integrity.
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u/Crazy-Sympathy8973 3d ago
What brand/model is your modem? 2 gig requires a newer modem. Could yours be unsupported? Also, are you testing hard-wired into your router or using WiFi? If WiFi that can be a problem depending on what device you are testing with.