zic321's profile

Regular Visitor


4 Messages

Wednesday, March 22nd, 2023 6:24 PM

Billing Issue

I recently received an email that states my promotion is ending soon. It has a link to click on that says "see plans". When I clicked that link and logged in I was quoted $25/mo for 200Mbps "Connect More" plan, which I'm currently on. I liked the quote for this plan and clicked through the options to select that offer. When I got to the end it prompted me to log in again. I logged in again and the website took me to some arbitrary homepage. I tried to look at offers again and each time I went through the same loop of logging in and losing the Internet package I had chosen for $25/mo. 
Frustrated, I reached out to someone via chat. They tried to help and sent me a link to look at packages and then the prices all of a sudden jumped to $45/mo. I was annoyed that the amount changed and stated this, but the person on chat couldn't help me. They asked me to reach out to someone in their loyalty team, but only gave me a generic website. I asked them how to reach loyalty and they couldn't help. I tried clicking on the chat from the website offered, but I only get automated responses. I would like to know why an offer has changed prices and why I can't get the original promotion offered to me. I am super frustrated that every year I have to deal with this and it's difficult to get the package I select because of technical issues with the website. 

I would like to be granted the Connect More package for $25/mo like I saw on my screen initially. Thank you.




98.9K Messages

2 months ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 


Official Employee


954 Messages

2 months ago

Hello @zic321. I am sad to hear you are not able to get the promotion you saw online. I would like to get your account pulled up and see what we have to offer you! Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

Here are detailed steps to direct message us:  

  • Click "Sign In" if necessary 
  • Click the direct message icon
  • 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 



28.9K Messages

2 months ago

Also, for any other folks that see this offer, make sure you look at the "other info" page and read the details.  This offer is for new customers only.

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