Thank you for reaching out @user_6bd6ea! I would start by looking at your billing statement. You can use the free Xfinity MyAccount app. If you go onto the app and click on account on the bottom right corner, click on your address it will take you to where you can see the balance. From there you would click on statement history. This is where you can view the statements in pdf.
There could be a number of things that can make your billing higher than expected. First of all did you just sign up for services? You can learn more about what to expect with the link: https://www.xfinity.com/support/articles/what-to-expect-with-first-bill. You may have additional fees such as installation fees added to the bill that will cause an increase.
Did you recently make changes to your package? First, you'll receive a copy of your order summary at the email address listed on your account. If you did not get this you can also find it at http://xfinity.com/myaccount. Next, you will have prorated charges/credits applied to the account. Your next 2 bills after any package change may be a bit higher or lower depending on the package changes. If you didn't make changes to the account I would check to make sure your promotional or term agreement did not end causing an increase to your package pricing. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account. You can also set up the services directly from the website.
You may have gone over in your data usage. You can monitor your data usage using your Xfinity app and with our Data Usage Center with the link: https://www.xfinity.com/learn/internet-service/data. If a customer chooses to utilize 1.2 TB in a month, we will automatically add 50 GBs increments to their account for an additional $10 fee per month per increment. The charge will not exceed $100 each month regardless of usage.
The last thing I usually see as a driver in higher monthly rates are movie and show rentals/purchases. If this is the case, I would highly suggest adding a purchase pin onto your box to prevent unwanted movie and show purchases and rentals. These purchases can drive up your monthly bill! Just remember you need to set the pin on each box, not just the main box to prevent purchases from happening. You can follow the link: https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off to assist you with setting up the pin.
If you are not seeing any of these reasons for an increase or if you need assistance looking at your billing, please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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
XfinityDena
Official Employee
•
3.2K Messages
2 years ago
Thank you for reaching out @user_6bd6ea! I would start by looking at your billing statement. You can use the free Xfinity MyAccount app. If you go onto the app and click on account on the bottom right corner, click on your address it will take you to where you can see the balance. From there you would click on statement history. This is where you can view the statements in pdf.
There could be a number of things that can make your billing higher than expected. First of all did you just sign up for services? You can learn more about what to expect with the link: https://www.xfinity.com/support/articles/what-to-expect-with-first-bill. You may have additional fees such as installation fees added to the bill that will cause an increase.
Did you recently make changes to your package? First, you'll receive a copy of your order summary at the email address listed on your account. If you did not get this you can also find it at http://xfinity.com/myaccount. Next, you will have prorated charges/credits applied to the account. Your next 2 bills after any package change may be a bit higher or lower depending on the package changes. If you didn't make changes to the account I would check to make sure your promotional or term agreement did not end causing an increase to your package pricing. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account. You can also set up the services directly from the website.
You may have gone over in your data usage. You can monitor your data usage using your Xfinity app and with our Data Usage Center with the link: https://www.xfinity.com/learn/internet-service/data. If a customer chooses to utilize 1.2 TB in a month, we will automatically add 50 GBs increments to their account for an additional $10 fee per month per increment. The charge will not exceed $100 each month regardless of usage.
The last thing I usually see as a driver in higher monthly rates are movie and show rentals/purchases. If this is the case, I would highly suggest adding a purchase pin onto your box to prevent unwanted movie and show purchases and rentals. These purchases can drive up your monthly bill! Just remember you need to set the pin on each box, not just the main box to prevent purchases from happening. You can follow the link: https://www.xfinity.com/support/articles/x1-parental-controls-turn-puchase-protection-on-off to assist you with setting up the pin.
If you are not seeing any of these reasons for an increase or if you need assistance looking at your billing, please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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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