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user_mvfoqd
1st Topic

3 Messages

Monday, November 25th, 2024 8:27 PM

How can I get human to talk about a 38% increase in our internet bill?

I do not need technical assistance about where to find it or what’s in it. I can both find it and read it. We are retired, and are not destitute, but a nearly 40% increase a month is not a small thing when you are playing out the string with only what you have. I’d like to know why after more than twenty years as an internet customer there is no possibility of actual human engagement. I need someone to express even a modicum of interest in keeping the business. I am finding none. I don’t like your business prospects going forward.

Question

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Updated 

5 months ago

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EG

Expert

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110.1K Messages

5 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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XfinityChelseaB

Official Employee

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1.6K Messages

5 months ago

Hello @user_mvfoqd, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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user_mvfoqd

3 Messages

I would happily provide our contact information but I do not see a chat icon on my iPad screen. I thought it might be an iPad limitation. So, I logged on on a windows desktop. I took a while to find my post among all the other pleas for human interaction, but I got there. Similarly, there is no chat icon on that screen either. Can you propose a different way to connect?

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5 months ago

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XfinityMarcos

Official Employee

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2.3K Messages

 

user_mvfoqd, I appreciate you trying a different device, it's odd that you're not seeing the chat icon. To confirm, are you logged into the Forum with your Xfinity credentials? Since we'll need to get some account speicifc information, we'll need to be a direct message that is private, so that is the preferred method on this platform. 

 

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 a reply as the Accepted Answer.tick

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5 months ago

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user_mvfoqd

3 Messages

I was not logged in. I see the Chat icon now. However, opening a chat does not link it to my message, or either of your two's responses. When I try to initiate a chat with either XfintyChelseaB or XfinityMarco the system does not recognize either of you. Human to human connection seems to be very hard at Xfinity.

However, I do now have a better understanding of what may have happened. Our notes from an actual conversation with Xfinity last year with a guy named Andrew are the clue. Based on our long internet tenure 20+ years with Comcast/Xfinity, he offered us a $20 p/month "loyalty promotion." He also said that if it ever comes off to just call back and it could likely be reinstated. I have spent a decent chunk of yesterday and today trying to make that happen. In my service experience it is not advantageous to make you customers work hard to do business with you.

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5 months ago

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XfinityThomasA

Official Employee

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2.3K Messages

 

user_mvfoqd - We appricate your feedback and the opportunity to help in every way we can. Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
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)
• 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

 

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 a reply as the Accepted Answer.tick

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5 months ago

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XfinityDena

Official Employee

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3.2K Messages

5 months ago

Thank you for working with us to lower your monthly rate @user_mvfoqd.  If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy holiday! 

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