Bill Issues

Thank you for reaching out to us @user_zv8lum! Seeing a higher autopay amount after you've already changed plans would definitely make me double-check the billing as well. One possibility is that the bill generated before the plan change was completed. In that situation, autopay would still withdraw the balance shown on the existing statement, and then prorated credits will appear on the following bill. Since you're already receiving the 1000 Mbps speeds, that suggests the service change itself may have been successful even if the billing hasn't fully caught up yet.

To know for sure, we'll need to review the account and compare the bill generation date to the date the new plan was ordered. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

You can see how to send us a direct message here.