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user_m9zt0e
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Visitor

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4 Messages

11/07/2026 4:13 PM

Didn't request what I was charged for

I updated my xfinity account on June 6, 2026 and my order was confirmed, 500 mbps, no charge for third box. I was satisfied. Bill was lowered, speed was very adequate.

Then in September or October (don't remember exact date) i tried to install the X1 system of streaming but could not get it to work so I brought is back immediately to the xfinity store and requested to go back to what i had.  They said there would be some technicalities with the billing but in a month or two all would be back to what it was. 

Also during that time i signed up for Peacock, which was free as a service for me because i am a diamond member. I don't really trust Comcast but gave it a  try and it was free.

Later in October, I signed up for espn unlimited so i could get access to espn+. AI said that since i have a linear connection to the espn channels (espn espn2, espnews) I would bet this for free.

However my bill went up and my broadband speed was bumped up to 1G, not my request.  

Was the AI wrong about the espn linear connection. 

How do i get back to my order status I signed up for last June?

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1 hour ago

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XfinityBrianH

Official Employee

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2.7K Messages

6 hours ago

 

user_m9zt0e Thank you for reaching out with your questions! To view the plan you ordered in June you just need to follow these instructions:
 
  • Click View details at the top of the homepage or navigate to Billing & Payments > View Bill & Transaction History.
  • Select Manage Plan under your services or view your legal agreements and contracts by clicking your Account icon > Account and Identity > Legal Agreements and Contracts. 

Please let me know if you have any trouble with the process.

 

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user_m9zt0e

Visitor

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4 Messages

5 hours ago

The June 6 order was fine. It was the October “surprise” I was upset about. I did not request a higher speed, I just wanted access to espn unlimited.

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XfinityMarcus

Official Employee

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2.5K Messages

I appreciate the clarification, and I can understand why the October change would be concerning. You were satisfied with the 500 Mbps plan established in June and were only trying to get access to ESPN Unlimited, not increase your internet speed or change your internet plan.

Rather than having you review the June order again, the next step should be for us to review the October account changes and determine what caused the move to 1 Gig and the higher bill. From there, we can review the available options for getting the account back to the services you intended to have.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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4 hours ago

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EG

Expert

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122.9K Messages

3 hours ago

The concern is not "Community Center" help related............ Topic moved here to the proper help section. 

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user_m9zt0e

Visitor

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4 Messages

I don’t really know what’s going on. Is someone going to try to find out why I was bumped to 1G and why my tv package was updated without my consent. All very confusing!

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3 hours ago

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XfinityJeffB

Official Employee

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934 Messages

Your confusion is completely understandable. We will look into this for you; but to do so, we will need some account information best kept private. 

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.
How to: Direct messaging within the forum | Xfinity Community Forum

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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1 hour ago

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