Visitor
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2 Messages
Inactive Pro WiFi Extender charge keeps returning after prior correction
I need help correcting an underlying equipment record, not simply another billing credit.
I subscribe to Xfinity Pro for $15/month and want to keep it. My internet and all currently installed equipment are working properly, and I do not want any changes made to my active service or equipment.
A separate $10.50 monthly charge for “Pro WiFi Extender — This Equipment is Inactive” was added May 4. Xfinity removed the Pro WiFi Extender charge June 16, and my July bill was correct with no $10.50 equipment charge. On August 12, the same inactive Pro WiFi Extender charge was added back to the account.
Please identify the serial number/MAC address of the inactive Pro WiFi Extender generating this charge and permanently remove that inactive equipment record from my account without changing my active Xfinity Pro service or working equipment. Please also credit all associated erroneous charges and taxes.
I have already worked with Customer Retention on this and the representative was very helpful, but the correction did not persist. I need the underlying equipment inventory record corrected so the charge cannot return again.
XfinityJeffB
Official Employee
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699 Messages
3 days ago
Hello user_gvtfyn, thank you for reaching out here in our Xfinity Community forum. We appreciate your time, and I am here to help. I am happy to take a look into this for you and work to get a resolution. To do that will require some 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:
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