patg01's profile

Contributor

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93 Messages

Wed, Oct 27, 2021 11:28 PM

Billing Adjustment

We have been customers for at least forty years. The last promotion ended last month and my bill increased by $25 per month.

Since April we have had constant problems with our internet connection being dropped multiple times during the day. We replaced our modem for $200 but the connection kept being dropped. I replaced the router last week ($150 on sale. On Thursday we lost all services (phone, Internet, and TV). Called tech support and they finally scheduled a service visit for Friday. He came, replaced a splitter at the cable box and service returned. That night we lost all service again. Called again, another repairman scheduled for Saturday afternoon. Service returned again and I stupidly cancelled the service call. Saturday night, we again lost all service. Called and they tried to schedule a same day visit which did not happen. Repairman scheduled for Tuesday between 1 and 3. Repairman came. Problem with wiring at pole in back yard. He ran all new wire to the house. As he was running various checks the entire service fell apart before our eyes. This time it did not return. Test showed problem was in the connection down the street from us. Repair scheduled for later that day which did not happen. This morning three repair trucks arrived. Broken line down the street was finally fixed. So far our TV, Phone and Internet have remained working.

I would like to request a reinstatement of our previous promotion which came to $143.66 which included all taxes and fees. I think we have earned it.

Patricia Geary

Official Employee

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266 Messages

1 m ago

Hey there, I can definitely look into new promotions for you and thank you so much for your longevity and loyalty to us as a customer, it means the world! Send a direct message to XFINITY SUPPORT with your name and address please. 

patg01

Contributor

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93 Messages

@XfinityAnthonyT I sent a message by using Direct Messaging. Is that the correct way of doing it. In the past, I have sent the DM to the service tech who responded.

XfinityJoeB

Official Employee

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6.9K Messages

Yes, the new method to speak with us privately about your account details and rates, is Direct Messaging. 

 

Here's detailed steps to send us a direct message: 


 • 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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