Billing Issue – Promised Internet Rate Not Applied

Hello @user_e8ktpf, and thank you for reaching out on our Xfinity Community forums with your concern and for sharing those details.  

We can understand how frustrating it might be to have to keep following up. We’d be happy to take a closer look at the plan and billing with you.

When you have a moment, please send us a direct message* on the forums with your full name and service address. Once we have you verified, we’ll review the account together and help get you clarity on the charges.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.