Visitor
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4 Messages
Corporate Escalation Needed: 8-Day Total Internet Outage Caused $400 Xfinity Mobile Bill Overages
My residential internet was down for 8 days due to an Xfinity delay, including a no-show technician on September 6 and documented misinformation from a chat agent on September 7.
Because I rely on this connection for my job, I had to use cellular data, causing my Xfinity Mobile bill to surge from $22 to nearly $400.
I am requesting a full billing correction on my Xfinity Mobile account.
XfinityMelinda
Official Employee
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392 Messages
11 hours ago
Hello @user_a4accd, and thank you for reaching out and sharing your experience on our Community Forum. I understand how frustrating it would be to experience an extended service interruption, especially when you rely on your connection for work and are now concerned about increased mobile charges.
We'd like to take a closer look into what occurred, including the reported service interruption, technician appointment, and mobile billing concerns. Have you been monitoring the interruption through our Xfinity app, and were you receiving service interruption updates during this time?
To better investigate your concerns and review the account details, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (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.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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