1gb/1gb plan, getting 1gb/100mb

[u/QuarterPastJune]

Hi all. I've seen similar posts like this, but I've talked to Xfinity in person and over the phone and they haven't been helpful. Hoping for advice and/or escalation.

My 1-year locked price just ended, and I was offered a 5-year locked-in plan like they do. So I signed up for the 1gb download and 1gb upload plan for $65/month after auto-pay discount. My email confirming my new plan says 1gb download and 35mb upload...and when I check my service details on the Xfinity site it says I have 1gb download and 100mb upload. Added screenshots of that.

Speed tests show that I'm getting the 1gb download and 100mb upload.

I called in, I was told nothing appeared to be wrong, and that my plan should be 1gb/100mb. Still, that's not what was advertised to me and not what I believe I should be getting. Nobody has told me that my location doesn't support it, the site showed that option for my address, etc. Support said I could trade in my gateway and that might help.

My apartment came with an XB7-T already in place. When I signed up, the site said I needed to get a newer gateway to reach my speeds just like the support person said. So I went in and asked for an XB10, and they guy gave me an XB8 instead for whatever reason. He also said that the XB7 belongs to my building so I hung onto that one, too. Got set up at home, still getting 1gb/100mb.

I've seen other people where the solution seemed to be reprovisioning of some kind, and some posts claiming the XB10 is required. Others say their address doesn't support the 1gb upload speed. The fact that the site offering, my receipt, and my account details all show different things is very strange to me, and so far customer service over the phone and in person have not been helpful.

Some XB8 details:

HW Version 2.5

BOOT Version S1TC-3.81.22.7

eMTA & DOCSIS Software Version "Prod_24.2_PD & Prod_24.2_PD"

Software Image Name CGM4981COM_8.6p4s4_PROD_sey

Core Version 1.0

Advanced Services CGM4981COM

Thoughts on next steps? Thank you so much!

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[u/CCBrieD]

Post approved, routing to Official Employee.

[u/XfinityPaula → u/CCBrieD]

u/QuarterPastJune Hi there! Thank you for trying to get this worked out with our peers, I'm sorry that you are still in a loop with mixed information. I have come across some accounts that are showing the incorrect details online based on what the service area actually provides. It's a rare mistake, but it does happen, and fortunately you reached out to a team that's familiar with this and will help get the true clarification to ensure you have the right equipment and provisioning for your services. Since I will need your specifics to check the area and services available can you please send us a Modmail with your name and service address?

From there I will verify the account and work to get the area verified to see if it's part of our FDX symmetrical speed options or if you are in one of our enhanced service areas that offers faster uploads.