5-year Contract Guarantee is a lie

In October I went into an Xfinity location to sign up for internet. I told the employee I just wanted the internet deal for $65/month (as listed on the website). I was told that “if I wanted to I could try out Xfinity mobile. It’s free for me to try out.” I told him kindly thank you, I’ll think about it, but I just need internet. Paid and went on my way.

Since then my bills have been $92. I then noticed on my account I have a mobile number listed on my account for the “voice” part of my billing. I spoke with “live agents” that told me I would be reimbursed for the 4 months I was overpaying. Then when I get a callback the agent tells me that I won’t get reimbursed for anything even when they see that I haven’t used the service at all. I spent 30 minutes listing to this agent harass me about needing to switch to their mobile service (all while “his supervisor” was looking into my usage on this line on my account). I got fed up and hung up.

Now in March. I go into a different location and speak to an employee kindly expressing my frustrations. He then tells me that everything I’ve thus been told is wrong and that to get the $65/month deal I HAVE to use the Xfinity mobile. Only for a year, then I can go back to my old provider. Otherwise, I’d pay $125/month if I drop the voice/mobile service.

Recap:

1. Told employee only wanted internet

1. a. Employee said I could try mobile free for a year IF I WANTED

2. Was told I would get reimbursed for overpayment.
2. a. Was harassed to sign up for Xfinity mobile service - NOT resolving the issue I called for.
3. Told by new employee everything was wrong and I HAVE TO use this mobile service, or I can pay double.

Lies, scams, deceit, harassment, no one on the same page. And yet I still cannot get a solid answer and to the root of all this. So the 5-year deal I signed up for ($65/month) meant $90….

Responses

Oldest First

Selected Oldest First

XfinityMatthew

Official Employee

•

2K Messages

5 months ago

Hello @user_2zwu1c I apologize for the experience you've had getting started with this. Normally mobile is a separate bill, so if you are seeing it all on one bill I want to see what was actually added to your account. For clarification mobile is not required to get certain pricing for internet. Normally you pick the plan for internet you want and mobile can be optionally added, so you don't lose a discount on internet for not getting it. Please send us a direct message with your full name and service address, and we will look into exactly what is going on with the account.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.

user_d16d0x

Visitor

•

1 Message

I have the same problem with Xfinity. Signed up in June 2025 for the 5 year plan at $65 per month, 12 months later I get a bill for $80 per month. I called and complained, they said I signed up for the 1 year plan. No I didn’t, I even took a screenshot of my order. FCC needs to check in the bait and switch Xfinity is pulling!

1 month ago

XfinityJustinC

Official Employee

•

2.5K Messages

5 months ago

@user_2zwu1c I appreicate you sending the direct message with the requested information. I was able to locate that, and will follow up with you there to continue with the billing concerns.

user_q00k6g

Visitor

•

3 Messages

2 months ago

I agree with original poster. 5 yr guarantee was a bait and switch. My price increased after 1 yr. I will be filing complaints everywhere I can.

user_p0xvow

Visitor

•

1 Message

This just happened to me, signed up for five years @ $65.00 per month ($55 less auto pay). I have a confirmation email that shows it. Price just doubled to $110 a year later. I had a technical issue two weeks after I signed up and originally enabled the service. They are claiming I authorized a one year service plan for $60.00. I never consented or understood I was switching to a one year plan. I just wanted my service to work and did not call to change my plan--it was a service issue! Why would I opt for a plan that wasn't locked in for the five years? When it would double a year later to save $5 a month? I'm going to follow up with FTC as this is an illegal business practice. They could not provide proof that I was informed of the plan change and said it was on my bill that it was one year. I set up autopay and don't read my bills just check the amount which when i got my new bill for $100 it triggered my call in to get rectified. Customer service is complacent and just tows the line.

6 days ago

user_q00k6g

Visitor

•

3 Messages

2 months ago

I agree with you. I signed up for 5 yr guarantee in May 2025. After 1 yr, my bill increased. The agent said I had a 1 year promotional discount. LIE I signed up for the 5 yr and even convinced others to sign up for it also. This was clearly a bait and switch. Now I've locked into a new 5 yr guarantee plan at the additional $5/month cost. I do not believe this guarantee either. BAIT AND SWITCH and LIES.

user_q00k6g

Visitor

•

3 Messages

UPDATE: I had filled a complaint with the FCC before actually complaining to Xfinity themselves in a phone call. He said it clearly states on my bills that I had a one-year promotional. Why would I even check what plan I had when I had just signed up for a 5-year guarantee and put it out of my head. Figured I didn't have to worry about it for 5 years. I just received a letter that was sent to the FCC regarding my complaint. The letter, from Xfinity, has several inconsistencies. First they say I signed up for a 2-year promotion at $55. Two sentences later it said my promotion was expired in a year. Huh? I have not rented their modem for probably 7 years, but the letter stated that I was renting a modem. As the complaints pile up all over the Internet, this was clearly a failure of Xfinity honor their 5-year guarantee. If it had just happened to me, a mistake, although a very big one. But with all these complaints, it was clearly told to the Xfinity employees to reel us and then change the promotion and hope customers didn't notice.

1 month ago

XfinityThomasA

Official Employee

•

3.7K Messages

user_q00k6g - Thank you for taking the time to share your feedback—I completely understand how concerning unexpected charges can be, and I’m here to help clarify things for you. You may be able to dispute a charge if there isn’t any email, text, or online confirmation showing that it was approved by you or another authorized user on your account. Please keep in mind that disputes must be submitted within 120 days from when the charge appears on your bill.

Here are some examples of what can be disputed:

Services you didn’t order (like a TV package or internet speed upgrade you didn’t approve)
Incorrect or unexpected equipment charges (such as equipment added by mistake or rental fees for devices you already own)
Promotions that ended earlier than expected

And here are examples of what typically cannot be disputed:

Promotions that ended as scheduled or rolled to regular pricing
Installation fees
Standard rate increases
Taxes, fees, or surcharges
On Demand or pay-per-view purchases made in the home
Early Termination Fees that were agreed to when entering a contract
More info can be found here - Dispute a charge on your Xfinity bill

Let’s take a closer look at your account and order history together so we can better understand what happened and work toward a resolution.

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 as Best Answer. tick

1 month ago

user_p5sqc2

Visitor

•

1 Message

11 days ago

Xfinity 5 year plan is for sure bait and switch. I pressed the chat rep several time. At first they say, "you only have a 1 year promotion on your account", now it's "I found the 5 year promotion". They also are reducing the speed so be sure to check your bill to verfiy the speed. This is unacceptable.

user_jf7mi4

Visitor

•

1 Message

19 hours ago

Same happen to me , it was a scam and unacceptable

XfinityCliff

Official Employee

•

453 Messages

Hello @user_jf7mi4, and thank you for posting on our Xfinity Community forums.

We can understand why you'd be concerned about your experience and would like the opportunity to review things further.

If you'd like our assistance, please send us a Direct Message* with your full name and service address. We'll take a closer look at the details and work with you to address any questions or concerns you may have.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

19 hours ago

Billing

user_2zwu1c

5-year Contract Guarantee is a lie

XfinityMatthew

user_d16d0x

XfinityJustinC

user_q00k6g

user_p0xvow

user_q00k6g

user_q00k6g

XfinityThomasA

user_p5sqc2

user_jf7mi4

XfinityCliff

New to the Community?