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user_e0226b
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Thursday, January 13th, 2022 2:17 AM

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Bill not updated to reflect new plan

I changed my plan from Internet Plus Instant TV to internet only a few weeks ago. But my online bill still says I'm paying for the previous plan and hasn't been updated to reflect my current plan. It should say Internet Only 100 Mbps but it still says Internet Plus Instant TV 75 Mbps. Also, I should be paying around $70 a month for this new plan but the bill still says I am paying over $100. 

I already tried resolving this with a live chat agent. They said changes to my bill should appear around the 28th of December (I contacted them a few days before that) but it has been weeks now to no avail. 

Can someone help?

Question

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Updated 

3 years ago

1.7K

3

EG

Expert

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110.2K Messages

3 years ago

Concern moved here to the Billing help section for greater exposure to the Comcast corporate employees (The Digital Care Team) for assistance. 

 

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XfinityJosephA

Official Employee

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1.7K Messages

3 years ago

Hello, @user_e0226b I hope your Wednesday night is going well. Yes we can help! I'm sorry to hear you can't see your new plan from "My Account" but we will make sure everything is right! When you make changes to your account it will always take one additional billing cycle to see 30 days of charges at your new rate but let's double check. When you have a moment send your name and service address in a Direct Message. Use the chat icon at the top of the page to send your message to "Xfinity Support."  

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Mimi1976

Visitor

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3 Messages

3 years ago

I have the same issue. Dropped cable February 16 and went with internet only. I had paid February 1 to March 1 when I made the change. So I should get a credit for the 2 weeks of lost cable that they turned off in an hour after I asked. I returned the equipment the next day. So the next bill says owe 239.00. This is for cable and internet only. I have called twice and was assured it will be fixed . Last time was this morning and was told I would get an email stating all the changes. So far no email except to rate the service. It is funny when they up sell you get an email in minutes!!

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XfinityJeniece

Official Employee

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3K Messages

Hey there, @Mimi1976, thanks for reaching out through Xfinity Forums! I understand your frustration with dealing with your billing issue and we want to ensure you are being billed correctly for the prorates after making changes to your account. We would love to take a look at your billing details to ensure that your prorates are correct. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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 a reply as the Accepted Answer.tick

3 years ago

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Mimi1976

Visitor

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3 Messages

This will be the fourth time I have tried. 

3 years ago

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abronson91

Regular Visitor

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10 Messages

I also made changes to my account as well last Thursday 3/24/22 and I haven't gotten an email on it yet nor does it show on the xfinity app yet..hoping it went through and it's just taking a little extra time. The xfinity rep was very nice when I chatted with her. 

3 years ago

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CCMichelle

Problem Solver

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788 Messages

Hello, thanks for taking the time to reach back out to us. I am sorry to hear that you have not received email confirmation of the changes. I would be more than happy to review the account and confirm if the changes have taken place. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

 

To send a direct message:
 
Ensure you are first signed in, then you will see an icon at the top right of your page. 
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

I no longer work for Comcast.

3 years ago

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abronson91

Regular Visitor

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10 Messages

Thank-you I will when I get home from work later. Thank you.

3 years ago

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