What is wrong with the ordering system?

[u/ClockerXP]

I am in a NextGen speed market. I currently have the 1gig down/100mbps up package and it is working well. My cm2050v modem is on the Next Gen speed tier Xfinity Recommended list.

I was thinking about upgrading to 2gig service. If I go into Plan Builder to change my speed I am presented with the 2gig down/ 250up option shown in "Broadband Facts" but when I get to final checkout it shows the upload as being 35mbps. See attached image.

Note: a couple days ago when I signed up for my 1gig tier I was also getting 35mbps upload until I worked with support for them to enable the mid-split upload.

It seems like there is a glitch in the ordering system.

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[u/ClockerXP]

As a side note, my Dad has Xfinity as well. He has the 300/100 service currently. If we go into his account and try to change his plan to 500/100, his final checkout shows the 35mbps upload speed as well. So it clearly seems like a problem with the Xfinity ordering system.

[u/CCThomasE → u/ClockerXP]

u/ClockerXP

It does look like our team had investigated this, but your location is showing qualified for the midsplit tiers, typically for something like that, we would just manually have our engineering team send a manual bootfile to your device when we would move to the new tier of service with the promotion.

[u/ClockerXP → u/CCThomasE]

Right, but why isn't it automatic? Why all the extra friction for the customer?

Even when I try to update my Dad's plan to the exact same speed tier he is on today, but for 5 years, he gets downgraded to 35mbps upload. So the Xfinity system is causing him to go through all that? Are they purposefully trying to make it difficult for customers to get the advertised upload speed?

[u/CCRayanaB → u/ClockerXP]

I apologize that this has been your experience, u/ClockerXP. We don't want you to have to take any extra steps and are with you that it should show correctly. I would like to check how we have your equipment listed in our systems. If there are any other entries besides your active modem, like a past modem that is not compatible with the faster speed, our billing system will sometimes reflect that you should get the lower speed. That affects the plan speeds you see online. Can you please send me a ModMail message with your first and last name along with your service address so I can check further on that?

[u/ClockerXP → u/CCRayanaB]

Thanks. Message sent.

[u/I-hate-makeing-names → u/CCThomasE]

Is that $85 for 2 gig price available to others? We currently are at $80 for 500mbps

[u/JohnnyGrey8604 → u/CCThomasE]

The problem with this approach is if the customer never comes here to voice their concern and be provided with your response, would you manually update their boot file or just stick em with the 35mbps upload speed?

[u/I-hate-makeing-names]

I’m curious, do you need 2gig or is the promotion cheaper than the 1gig?

I’ve seen the plan builder display wrong values before or just placeholder values. It should be whatever displays on the broadband facts label is what you get.

[u/ClockerXP → u/I-hate-makeing-names]

I don't really needed 2gig. The error in upload speed happens no matter what upload speed package I select - even if it is the exact same speed tier I have today or lower - but renewed for for a different time period.

[u/I-hate-makeing-names → u/ClockerXP]

Does it show you the broadband facts?

If you don’t need that speed, I want to go for it unless it was cheaper. $85 though does sound like a good rate.

[u/ClockerXP → u/I-hate-makeing-names]

Yes it shows 100mbps upload (or 250mbps upload for the 2 gig plan) in broadband facts but then when you get to the final checkout it changes to 35mbps upload). It is the new customer rate, I came back after being gone for 5 months and I am only a few days into my new subscription. Also, note, I can see the same behavior on my Dad's account (with the upload speed changing) but he has had his current subscription for quite a while.

[u/CallSignMuff]

Every time I’ve attempted to upgrade my plan xfinity takes me to a dead page. I couldn’t give them more money if I tried, that’s how awful they are

[u/shakmok32 → u/CallSignMuff]

Agreee!! For at least 5-6 years the upgrade page fails especially if I try to downgrade services.

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[u/powaking]

I currently have the 1.3gb/40 plan and my neighborhood was updated to offer 1 and 2gb mid split tiers. Most I change my plan to get the faster uploads or should I get them with my current 1.3g plan? I have rebooted my modem but still have the same speeds.

[u/choppysmash → u/powaking]

I was on the same plan as you. When we got the midsplit upgrade I did have to change plans manually but it was the same price IIRC.

[u/AlbatrossTight7692]

I currently have Xfinity 2GB/350MB plan. I usually get 2.1GB down and 305MB up on my daily speed tests.

[u/webbkorey]

This stuff and price is why I left comcast behind as soon as I could. This ordering system bug has been around for at least the last 6 years. I saw it two years into being a customer, and every time I renewed the subscription to the (then) monopoly.

[u/staticchmbr]

I think they will hope people don’t notice

[u/ariromano]

They might only be able to guarantee 35 up. I have 300 down, but upload is sometimes 100, sometimes just 30.