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Tuesday, April 15th, 2025 3:00 AM

Internet and Phone Bundle

Hello Xfinity Staff and Community,

I recently swapped from Visible (my carrier) and Verizon FIOS (internet) to Xfinity Comcast for a great rate... or so I thought.
I was told and priced out 1.3 Gigabit Internet, Storm Ready Wifi, 4 Lines with Xfinity Mobile. The price was 98 dollars and some change.

The discounts that were priced out was a Bundle for Lines and Internet, Autopay Bank Account, and my Military Discount that was put through. 
Along with Free Installation, Free Modem Rental, and No Activation Fees... However, this all turned out to be a cluster... you know what.

Anyways, I place the order with a rep who showed me the terms and layed out the pricing multiple times to me. 1 Year Term Agreement.
1.3 Gigs, 4 lines, Storm wifi. No installation, no fees in sight... Then it turns out the backend canceled my order.

Apparently, that was too good to be true and Xfinity refused to allow me to replace the order with the rep.
But the rep agreed to waive the installation fee later and get me set up. But, I will assume (not to his doing) that did not take place.

I make a call tonight where a nice rep waived fees, got my account fixed (mostly), and was able to take a random XFi Complete package off my plan.

This allowed me some breathing room to make this complaint here so that it can be escalated and solved.

I will make it clear I was specifically told 98 dollars total. Now if that changes due to some fees and taxes I will understand. But paying 150 dollars to move my phones over and 87 dollars for internet is outrageous.


EDIT: Despite what support has been telling me over the past few days. I was right after all, my bill was wrong and their system was not only showing me the wrong info, it was not applying my discounts.
I was forced after being gaslit for 3 days to file an FCC complaint for slamming. This opened up two executives (one from mobile and one from internet) to reach out to me. They looked over the case notes for the past week or so and found that not only was I correct. But that I was being told the wrong information by each agent on my case. Along with the fact each bit of information contradicted the last bit.

Finally, while a conclusion has not been reached yet. Both executives put in my plan discounts manually to try and reverse whatever the system screwed up. BE CAREFUL WHAT YOU ORDER AND THAT YOUR BILL REFLECTS IT. PLEASE DO THE MATH LIKE I DID. Again, while a resolution has not been met yet. One is in the process and I will mark this as closed with an answer after it gets solved.

7 Messages

5 days ago

This is an image for reference if I had my free military line I would pay about 105 a month according to the online system... Yet somehow my bill for mobile and internet is over 150 if I add them together.

Official Employee

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2.1K Messages

 

Heid217

Thank you for reaching out. I see there were a lot of hiccups along the way as you started service, and you still haven't gotten the full resolution you hoped for. I'll be glad to jump on my end to help review the offer further and work to provide some clarity. Please send me a direct message with your full name and service address to get started. We'll be glad to help. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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
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

7 Messages

I would love to do that but support have failed to fully get my account rates down to the agreed upon amount.
I have had 3 chats and 4 phone calls thusfar. I will place my bill images below for reference.

7 Messages

First image on the left is my current mobile bill. The one on the right is my current internet bill. Mind you, AFTER they credited my account a ton of money for undisclosed fees.

Official Employee

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2.1K Messages

 

Heid217, I understand your hesitation and where you are coming from. Without full access to your account, I wouldn't be able to provide the answers or help you need. If you change your mind, we'll be glad to provide further assistance. 

 

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
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

7 Messages

@XfinityVianney​ I sent a message to the directed account. But have not recieved a reply. 

1 Message

4 days ago

I appreciate your persistence and reporting this to the FCC.  I hope Xfinity leadership takes the feedback seriously.  I’ve encountered similar experiences many times over the last few years relating to both billing and service outages. Its 2025…Internet connectivity and cellular services are utilitarian. No surprise billing needs to apply to telecommunications just as it does to healthcare, electric, gas, water, etc.. BUYER BEWARE OF THE FOLLOWING

• Inconsistent Information and Lack of Transparency: Xfinity agents provide conflicting information, and important details like rate increases are hidden in lengthy electronic statements.

 • Difficulties in Resolving Issues: Customers face challenges in reaching live support, and attempts to address discrepancies often lead to dropped calls or chats. Chat bots send you in circles.

 • Unclear Promotion Expiration and Rate Increases: Promotion expirations and rate hikes are not clearly communicated, resulting in surprise billing and a lack of consumer control. 

7 Messages

I hope they do as well. I was with Verizon for 14 years. I switch to lower my prices, give Xfinity honest business, and to get some more internet bandwidth availability. 

Yet this process has been hard, confusing, tiring, and frustrating not to mention draining. Gladly, enough people have helped me along the way. Thus, I believe this is getting close to being resolved.

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