1 Message
Internet promotion not honored
I called and signed up for Xfinity mobile & internet the first part of January 2025. The agent was able to sign me up and transfer my mobile phones before the internet could be installed. Since the internet account was activated after the mobile account, the promotion I was signing up for was not honored. This is how the customer service agent explained it to me when I called customer service.
Obviously, the internet had to be scheduled to have an installation technician come to the property to install. This delay was about 1 week, but since the delay my Xfinity internet account was not activated until the installation. Now I am paying $40 per month more than expected.
I have attempted to contact customer service twice now to have this issue resolved but only get offers. They keep saying they are trying to help and give me a good deal. But in the end, it results in a higher monthly bill! I have polite asked to have the issue escalated to higher authority, but they continue to push promotions or offers.
EG
Expert
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111.2K Messages
3 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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XfinityDena
Official Employee
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3.3K Messages
3 months ago
Thank you for reaching out @user_yfem7l I am sorry to hear that you did not get a promotional discount on your account. The mobile lines would have had to be activated within the 90 days after the internet package completed to qualify and this is listed in the customer agreement.
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