Visitor
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1 Message
Billing Error: 2 Gig 5-Year Lock Price Discrepancy in 95762".
Title: Billing Discrepancy: 2 Gig 5-Year Price Lock Error in 95762
Message Body:
Hello,
I am seeking assistance with a billing discrepancy following an online plan change I made on December 31, 2025.
I upgraded my service in zip code 95762 from 1 Gig to the 2 Gig Internet tier with Unlimited Data, under the understanding that I was securing a 5-year price guarantee. However, my current billing does not reflect the expected promotional rate.
Issues identified:
- Price Discrepancy: I am being charged $125/month (which includes only a $15 discount). Based on the 2026 5-year guarantee for my area, the rate should be $115/month.
- Loss of Credits: Upon making this change, I lost my $20/month multi-product discount.
- Service Removal: I also intend to remove the TV portion of my service while ensuring the 2 Gig speed, 5-year price lock ($115), and Unlimited Data remain intact as a standalone internet plan.
I have been unable to resolve this through the automated online portal. I would like a representative to review my account, correct the base rate to the $115 price lock, and assist in removing the TV service without further disrupting my internet promotional credits.
Thank you for your help.
XfinityEva
Official Employee
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2.2K Messages
2 hours ago
Good morning @user_ebjy60 thank you for taking the time to reach out through Xfinity Forums for help with your new plan! Let's take a look at your new plan and how we can help. Normally any loyalty or previous discounts will be voided and the new plan discounts would apply. Your plan may also include the option for the autopay and paperless billing (with your bank information) to receive an additional $10 off.
Please send us a direct message with your full name and service address to get started.
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