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user_Laur
1st Topic

2 Messages

Saturday, June 22nd, 2024 10:16 AM

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Internet discounts missing from my bill

Per contract, I am to receive a monthly discount ($30) on my Xfinity internet service because I also have Xfinity mobile phone account.  I received it for the first few months and then it stopped in February. When I call, the agents always say they will fix it, but it still isn't fixed. I am very frustrated and ready to move back to Verizon because I can't get anybody to correct this billing error. It's now $120 in excessive charges.

Question

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Updated 

1 year ago

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XfinitySara

Official Employee

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1.8K Messages

1 year ago

Hello, @user_Laur! Thank you for creating a new post about your billing concerns. I'd love to see what we can do to help! To clarify, when did you join Xfinity Mobile, or when was that discount first applied? Were you speaking with our Xfinity Mobile Sales & Service team when we offered the discount, or was it something that came up during a repackage of your Internet service? And are you aware of any changes taking place in February? Looking at your billing statements leading up to that one, was there any mention of a promotion coming to an end soon? Please let me know if you need help locating those details, and I'm happy to provide the steps for viewing your previous bills online :)

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user_Laur

2 Messages

Hello, I joined Xfinity mobile Nov 2023. The promotion was for 18 months, offering an internet services discount when I purchased Xfinity mobile services too.  In Feb 2024, I moved to a new address and transitioned my Xfinity internet and mobile to the new address 3 miles down the road (same state). I was told several times that the transition would not impact my service. When I called the first time (March), I was told it would be fixed. Then, the second time, it would be fixed. It took all day to get to a person each time, so the thought of calling again seems like a waste of time.

1 year ago

0

XfinitySara

Official Employee

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1.8K Messages

@user_Laur - I really appreciate those details! It's possible that you're still receiving the discount, but that your main promotion expired (this sometimes happens if we simply transfer your existing service/promotion without repackaging when you move). Have you recently checked out our Plan Builder to see if any new promotions are available that could lower your bill once again? If not, that's a great place to start! You can also look through these Xfinity Deals, or log in to My Account and manage your services that way. Please let me know if this helps!

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1 year ago

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