Billing wifi equipment

I have been an Xfinity customer for almost three years, and unfortunately my experience has been very disappointing.

Every year I have to call and negotiate a new discount to keep my bill at a reasonable price. During one of these promotions, I was offered a WiFi extender and was told that everything would be included in my monthly payment and that I would not have any additional charges. No one explained that I would actually be paying for this device over 36 months, even though my promotional pricing only lasted one year. Now that the promotion has ended, I still have two more years of payments for a device I never would have agreed to finance if this had been explained clearly.

I have contacted customer service several times, but they refuse to remove the remaining charges for the extender. This feels misleading and unfair.

On top of that, the price does not match the quality of the service. I work from home and depend on a stable, high-speed internet connection. Instead, my WiFi frequently lags, and my work calls are interrupted because of connection issues.

After this experience, I will be looking for another internet provider. I am tired of being pushed into unnecessary devices with every promotion instead of receiving transparent pricing and reliable service.

Responses

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XfinityJeniece

Official Employee

•

4.2K Messages

7 hours ago

Hey there, @user_lgfmz4, thanks for reaching out through Xfinity Forums regarding your concerns with your bill. I understand your frustration, especially after being a loyal customer for several years and feeling that the pricing, equipment charges, and service quality haven't met your expectations.

To help us better understand the situation, can you share whether the Wi-Fi extender charges are still appearing on your bill today, and are you currently experiencing the connection issues on all devices or only specific ones?

user_lgfmz4

Visitor

•

2 Messages

@XfinityJeniece

Thank you for your response.

Yes, I still see these charges included in my upcoming August payment. I called to request a waiver, but instead, a $154 charge for the WiFi extender was added to my account.

Is it still possible to submit a ticket to waive these charges? I am not using this equipment and have never used it, so I don’t think I should have to continue paying for it.

4 hours ago

XfinityThomasA

Official Employee

•

3.7K Messages

user_lgfmz4 - I completely understand wanting a smooth and hassle-free return or exchange process. We truly value your business and would love the opportunity to keep you as part of the Xfinity family. Just to clarify, did you purchase the WiFi Extender last year? If so, it may unfortunately be outside the eligible return period. If you see a charge on your account that you don't recognize or believe was not authorized, there may be an option to dispute it. Generally, a charge can be disputed if Xfinity does not have email, text, or online confirmation showing that the purchase or change was approved by you or another authorized user on the account. Please keep in mind that disputes must be submitted within 120 days of the charge first appearing on your bill. Dispute a charge on your Xfinity bill

I wanted to share some addiontal information that may help other readers. To return your WiFi Extender for a refund, or to request a replacement WiFi Extender or Storm-Ready WiFi device under the limited warranty, please complete the online return and exchange form. Once submitted, you'll receive an email within 48 hours outlining the next steps for returning your equipment and explaining how your refund or replacement will be processed.

A few important things to keep in mind:

WiFi Extenders are covered by a 30-day money-back guarantee, so returns made within 30 days of purchase are eligible for a full refund.
The limited warranty is valid for 12 months from the original purchase date.
First-generation WiFi Extenders cannot be exchanged, though they are still supported by Xfinity.
If you're exchanging a Storm-Ready WiFi device, both the Storm-Ready WiFi unit and its Battery Backup must be returned together.
Once the equipment is returned, refunds and exchanges may take up to two weeks to be completed.

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4 hours ago

Billing

user_lgfmz4

Billing wifi equipment

XfinityJeniece

user_lgfmz4

XfinityThomasA

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