2 Messages
Charge for internet equipment
My mother is 99 and I am writing on her behalf. She has a new charge on her bill for internet equipment. Quite a while ago, someone came out to service her internet — at this point I don't remember what the issue might have been — and took away her router, replacing it with an Xfinity router, and saying there was no charge. Now we are being billed for that router, but it was given to us by the technician in exchange for the router my mother owned.
Please remove the charge for equipment or let us know why.
I'm visiting my mother this week, so we'd appreciate a resolution in the next few days.
Thank you.
Mark [Edited: "Personal Information"]
user_l7wv9a
2 Messages
4 months ago
Also, your automated system is beyond frustrating. It suggests there is a way to speak with a human, and then it puts you into a loop of automation with no way out, finally narrowing your choices to impossible selections and then hanging up. I can't imagine the unhealthy stress it is causing among thousands of callers.
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EG
Expert
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107.2K Messages
4 months ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityTony
Official Employee
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1K Messages
4 months ago
@user_l7wv9a
Hello! Thank you for your post. We would love to look into the account to see what is going on with the equipment. Can you send a DM to Xfinity Support with your full name and address, please? We'll see you there!
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging
•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
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