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user_jx2tcd
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Tuesday, August 13th, 2024 3:36 PM

Billing and Router Inquiry

Hello, I was looking over my past statements this year. Seems like I'm being overcharged for the plan I'm currently signed up for. It also lists an xFi Gateway that is linked to my account. However, I never received this and still have the first router I got when I originally signed up.


Any assistance would be greatly appreciated.

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3 months ago

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XfinityFrank

Official Employee

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1K Messages

3 months ago

Hi there, @user_jx2tcd! Thanks for reaching out to us here on the Community Forum! Could you explain what leads you to believe you're being overcharged for your plan? I'm sure we can figure out what's going on! Also, we have a few different devices that are xFi gateways and also our xFi Complete service. What model router do you have? 

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user_jx2tcd

2 Messages

3 months ago

Currently, I have the 800 mbps plan and I'm paying $125.90 USD every month. Today I was planning on upgrading to the 2GB plan. Oddly enough, it seems like the 2GB plan is also $125 USD at checkout.

I have the XB3 Model:DPC3941T. It looked completely different on the image from my account, and I wasn't sure if there might have been an error. I do remember seeing a free upgrade option today. However, I don't see this option anymore.

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XfinityBillie

Official Employee

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2.8K Messages

@user_jx2tcd Thank you for confirming that you have the XB3 modem, for the speeds you are receiving you should have a more up to date modem. I'm happy to take a look at the account and assist you further. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
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Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
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Type your message in the text area near the bottom of the window 
Press Enter to send it


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3 months ago

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