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Wednesday, February 14th, 2024 5:44 AM

Closed

additional charges after downgrading from xFi

I upgraded from 400 Mbps to xFi in October with extra $30. I was told by the chat agent that I would be free to downgrade from xFi to 400 Mbps and removed the extra $30. However, I tried that in December, I was still requested to pay additional ~$30 after I downgraded from xFi to 400 Mbps. My bill included additional equipment rental fees and other fees that did not occur before I upgraded to xFi. It is disappointing to know that once xFi is turned on, its additional fees cannot be turned off even without the service. It is very annoying that the internet billing can only increase for one customer, even if the service does not. 

Official Employee

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2K Messages

1 year ago

@user_gtyu5m Welcome to our community forum. Thank you for reaching out so we can answer all your billing questions. Our xFi Complete package bundles the cost of your modem and rental and unlimited data into one monthly charge. Although some promotions include this at a discounted rate, this service can be removed at any time.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to review your billing details with you.

New Poster

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3 Messages

11 months ago

Yep, this happened to me. They raised the price of the service after I downgraded. I went from $225 in April down to $145 in May after I downgraded. Then they raised the prices of my existing services to $185 in June. They tried to tell me something about proration, but proration would have to appear on the next month's bill not two cycles after. Its sounds pretty illegal and definitely sketchy.

(edited)

Official Employee

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2.3K Messages

Hello Hulk701, thanks for coming to our Forum for help with your billing concern. I'd be wanting some clarification on that type of rate change too, so I get why you're reaching out. I can review your account and get to the bottom of your billing questions. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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