I’m not a subscriber (still shopping), but thought you might enjoy the transcript of the tech support chat I had today trying to determine likely download speeds:
chat id: 5ad25810-4d08-4d15-a2d4-dfcb390f6ad0
Problem: I was given a link to this site by the “Chat” person on the basic Internet site as I was considering subscribing to Xfinity. She said you could tell me the usual range of download speeds I should expect. “Up to 75” is not very informative.
Kris > Hello Lawrence_, Thank you for contacting Comcast Live Chat Support. My name is Kris. Please give me one moment to review your information.
Lawrence_ > My Issue: I was given a link to this site by the “Chat” person on the basic Internet site as I was considering subscribing to Xfinity. She said you could tell me the usual range of download speeds I should expect. “Up to 75” is not very informative.
Kris > Its my pleasure having you on chat! I look forward to assisting you today.
Kris > Hello!
Lawrence_ > Hello
Kris > How are you doing today?
Lawrence_ > I’ve been “chatting” for over 20 minutes so far, so I’m not having that good of a day. Do you see my issue above?
Kris > Yup!
Kris > What package are you trying to subscribe to?
Lawrence_ > HD Preferred
Kris > What is the internet package that is included on that bundle?
Lawrence_ > It just says “up to 75 mbps.”
Kris > Its means that the download speed is 75mbps and the upload speed is 5mbps.
Lawrence_ > Is the 75 mbps guaranteed? If not, what can I expect in reality — how fast might it be and how slow might it be and what should I expect most of the time?
Kris > Yup!
Lawrence_ > Great! I may have to cancel the service if that proves to be untrue. Cancellation would be permitted without a fee in such a case, right?
Kris > Nope, it depends on the package you subscribe to. If there is an agreement, there is a termination fee.
Lawrence_ > So, the 75 mbps is NOT guaranteed?
Kris > Its guaranteed.
Kris > There are some package that have a contract. If the package have a contract then there is a termination fee.’
Lawrence_ > Kris, if the contractual guarantee of 75 mbps is not provided, why would there be a fee charged to cancel the contract?
Kris > When I say contract it means a lock in period. Like the contract for that package is 12 months, if you will cancel the package and it has not reach the 12 month lock in period, there is a termination fee.
Lawrence_ > There will be a termination fee even if Comcast is not providing its guaranteed service? I’ll gladly lock in 12 or 24 months if I can expect Comcast to honor its guarantee of 75mbps.
Kris > For sure it will be guaranteed.
Lawrence_ > If a termination fee would be charged in such a case, the 75mbps is not a guarantee. If I sign up for 75mbps service for a year, and Comcast doesn’t provide 75mbps service, I should be able to cancel without a fee, just as Comcast could do if I failed to fulfill my side of the deal by making the specified monthly payments.
Kris > Do you know what is a lock in period or contract Ia m saying, Lawrence?
Lawrence_ > Yes, I do. Do you know what a contractual guarantee is?
Kris > It simply means that if theres a contract of 12 months you need to finish the 12 months lock in period but if your will not finish the 12 months lock in period you will pay for the termination fee because you have not finish the 12 month lock in period.
Lawrence_ > I fully understand that aspect of the contract. But, Comcast has to honor it’s side of the contract, too. If it does not, the contract is voided. If 75mbps is guaranteed by Comcast, and Comcast doesn’t provide it, the contract is voided.
Kris > Did you read the contract already?
Lawrence_ > No, I assume you had, and based on your understanding of the contract, you told me that 75mbps was guaranteed, presumably as part of the contract. Is that true, or is it NOT guaranteed?
Kris > Yes.
Kris > It is better to read the contract first before you assume.
Lawrence_ > Could I chat with your supervisor?
Lawrence_ > It’s been five minutes. Are you there, Kris?
Kris > To help you with this, I would advise you contact our Comcast hotline in this number: 1-800-934-6489 (XFINITY).
Lawrence_ > Is your supervisor unavailable? I’m thinking she or he might be able to answer my original question as to the actual download speeds customers are getting on the Xfinity service.
Kris > He or she will explain same thing to you.
Kris > You have opened a window for Comcast Support and I don’t want to miss an opportunity to support you. Are we still connected?
Lawrence_ > Kris, no Internet service provider consistently delivers their “Up to” download speeds. Some never reach their supposed maximum speed. Most of them do, however, disclose the normal range customers are getting, and some (like AT&T) tell customers the minimum they should expect, and they encourage the customers to contact service if they aren’t getting that level of service. No one guarantees anything, but most tell the truth about what to expect of the service. That’s all I am seeking from Comcast. I don’t need a guarantee, just a truthful description of the results I can expect. If you haven’t been trained about this, you should ask.
Kris > That is the difference between Comcast and other companies because Comcast provides what it is suppose to be provided.
Kris > Now the contract your saying is not with the speed. The contract states that if you cancel the package and you have not finish the lock in period of the package, you will pay for the termination fee because its stated on the contract that if you cancel the service and have not reach the lock in period there is a termination fee.
Kris > Aside from this, will there be any other Comcast-Related concerns I can help you with?
Lawrence_ > No, thank you. I’ll look forward to having consistent 75mbps download speeds. Thank you for your commitment in this regard!
Kris > You’re welcome.
Kris > Ciao, have a great day and thanks for being a such a kind and patient customer!
Kris > Have a good one!
Kris > Bye!
Kris > Analyst has closed chat and left the room