Billing and much more

Moved from Email forum.

Hello @user_3lwrr8! Thanks for taking the time to reach out to our team on Forums. We truly value and appreciate you being a customer with us, so it's unsettling to hear about all the complications you've experienced trying to get this modem/billing issue resolved. This is never the experience we strive for our customers to receive, and I hate to know that this issue has been ongoing for so long. My team would love to further look into this on our end and finally get everything addressed/resolved for you. Please send us a Direct Message. Here are 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

<span;>The problem started 18 months ago when I was informed that my Xfinity modem router doesn't support my 1 GB/S internet, and O needs to upgrade the modem. So they sent me a new modem, but after expending 3-4 hours, they were not able to set it up, and I told me they'll get back to me in 24 hours to address the issue. But they never did, and even though I was paying the price for 1G internet, due to an old modem, I wasn't able to use higher than 600 MB. One year passed, and I reached out to Xfinity numerous times, but every time, it only apologized and promised that none of them took place. The last time I called, they told me to buy my own modem, and I no longer be charged monthly for the modem. So, I bought a modem/router that was compatible and recommended by Xfinity for $250, hoping at least I don't have to pay for Xfinity modem every month. A few months passed and right when I thought I can enjoy the max speed, I noticed my bills hadn't reduced, and I'm paying the same amount as I used to pay before buying my own modem. Again, the calls started, to see why theyre still charging me the samevamount, not to mention every time I had a chance, id made a call, but itvwas only wasting my time, not to mention sometimes a call took up to 3 hours of my time, in the situation that I had lost my father and my mother was in the hospital and needed me more than ever. but the result was the same promises and apologizes. Finally, I was lucky to get ahold of a supervisor last August, and he told me you were not being charged for the modem for the past two years, and that's why your bills haven't changed. and he promised he would credit me back the amount I had paid for the modem. That was when I got totally upset and disappointed, I decided to cut all my services with Xfinity, but he promised that he would credit me back the amount I had paid for the modem. Sure enough, 6 months passed since then, I have made multiple calls and ABSOLUTELY NOTHING happened. Shockingly, my bills are even higher now. At this point, I lost hope to you guys and your company, your employees have drained my energy and the trust. The harm that Xfinity has caused me has been frustrating and disturbing in any rate. This is the last time I, as a person, as a customer, talk to you to resolve this. However, I don't have high hopes of seeing real actions. But because i was told how to contact to hogher management in Xfinity by Xfinity, I'm just curious to see how you would address a very simple issue that wasn't necessary to be esclated to this point in the first place.</span;>