New Poster
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16 Messages
Loss of Legacy (plan no longer offered) TV Plan
I noticed that my January monthly billing had increased by $34. Started a chat with an agent to reduce my cost w/o reducing my services, but this is what happened:
- Lost legacy plan w/o an opportunity to return which was not communicated
- Lost Netflix
- Lost HBO
- Lost Showtime
- Lost TMC
- Lost Peacock
- Reduced X-1 recording storage space
Yes, the monthly rate decreased, but I was told there would be NO changes to my plan.
When, I re-signed into all my apps (e.g. HULU), I couldn't figure out why I couldn't sign into Netflix. It took a while before, I realized I no longer had it.
I had to call customer service again and ask for a new plan that included Netflix and more storage, but now my monthly bill is close to my original legacy bill with the loss in services.
Despite complaining that I should have been told on the initial chat that I would lose my legacy plan, I am not allowed to return.
After singing Xfinity's praises over the years compared to Fios, I may be coming to the end.
I should be allowed to return to my legacy plan
XfinityDena
Official Employee
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2.5K Messages
10 months ago
@RobEDee1 I am sorry for how your experience has made you feel. We never want you to feel like you're being cheated or put over a barrel. The whole point of our customer approval process is to present information upfront with full disclosure so problems like this don't occur. Customers have the opportunity to review the order to make sure it is correct and then approve- if it is not correct we ask our customers to no approve the order. If the package is no longer offered we are unable to put the package on the account. As a corporate team, I can tell you our options are the same across the board at every level. We are not able to alter promotions, packages or pricing at our discretion in any way and all pricing is set in our systems. I know this isn't the answer you're looking for and for that, I am very sorry.
If you would like to check out packages here is a link: https://www.xfinity.com/learn/offers with our current promotions. Just make sure you are logged on to your account to see the promotions available for your account. You can also set up the services directly from the website.
I can look at the account with you to assist you with adding on the missing channels. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- 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
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user_un2lne
4 Messages
10 months ago
The same thing happened to me after being with Xfinity for 42 years. She told me the new plan included Netflix. When I accepted the plan on 1/10/24 and was still talking to her, I received an email from Netflix asking why I cancelled. She insisted that the "billing will catch up soon". She lied. I spoke to 2 other agents who confirmed that I lost Netflix and could not go back to my old "legacy" plan which I never knew I had. I asked them to review the recording of my conversation on 1/10/24 and they said it may take a week for that to happen. My old TV plan was $205/mo and the new one is $195 without Netflix. I received a credit for $15 for Netflix, but my 1/16-2/15 invoice has not been reduced and payment has already been made. I plan to file complaints with BBB, FCC and local broadcast consumer complaint centers.
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user_un2lne
4 Messages
10 months ago
The same thing happened to me after being with Xfinity for 42 years. She told me the new plan included Netflix. When I accepted the plan on 1/10/24 and was still talking to her, I received an email from Netflix asking why I cancelled. She insisted that the "billing will catch up soon". She lied. I spoke to 2 other agents who confirmed that I lost Netflix and could not go back to my old "legacy" plan which I never knew I had. I asked them to review the recording of my conversation on 1/10/24 and they said it may take a week for that to happen. My old TV plan was $205/mo and the new one is $195 without Netflix. I received a credit for $15 for Netflix, but my 1/16-2/15 invoice has not been reduced and payment has already been made. I plan to file complaints with BBB, FCC and local broadcast consumer complaint centers.
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EG
Expert
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107.2K Messages
10 months ago
The concerns are not "TV Channels And Programming" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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user_843woh
1 Message
10 months ago
The exact same thing happened to me today as well. On top of that I was on hold for over 2 hours and shuffled between various departments until I was supposedly being directed to Customer Loyalty. Once I gave my name and the rep asked me to explain the problem - the line then mysteriously dropped. So I called back and then was told that Customer Loyalty isn't even open on Sunday (as this is Sun 2/24) and basically spen half my day getting nowhere. I found this posting and felt compelled to express my similar outrage and frustration with the situation. It seems inconceivable that Xfinity does not have the technical capaiblities to revert back to our legacy offering, but instead seems like a systemic effort to get "pitch" anyone with such a service to inadvertently be led astray to a package that clearly offers no cost savings nor benefits, to the customer. If I had other cable alternatives available to me in my area, I would leave Xfinity immediately, but am locked into them, much to my frustration
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user_y9zxx3
1 Message
8 months ago
I feel you. We had a <Edited: Inflammatory> a time trying to resolve billing/service issues! We've been given the run around, hung up on, spoke with very rude customer service reps and had to keep repeating ourselves everytime we called. After 20 something years of being loyal customers, that's what we got. Seems their "legacy team" (& the restnof their teams) are not so keen on keeping long time customers. Seriously considering other providers at this point.
(edited)
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user_zj1d8w
1 Message
7 months ago
Same thing happened to me. They told me my service would not change and my speed was cut in half and so was my DVR storage and who knows how much more was taken away. Seems like a scam to me. They said they would not change my service but did and would not allow me to go back to Legacy but if I wanted what I had, it would cost me more. What a headache!! 2 days on hold asking for a supervisor!!
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user_bae8e0
Visitor
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1 Message
6 months ago
Same thing happed to me. But I was told by 7 people they could honor it. After hours of wasted time, I’m paying close to what they wanted me to pay before the “loyalty program.” What a joke
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sdhitzeman
Regular Visitor
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3 Messages
4 months ago
The same thing happened to me when our DVR was set to the lowest hours after switching out for an updated box (we made no change to our service, just updated the set top box as per Xfinity recommendation) and next thing we know, all our recordings were lost. When I called to fix the DVR problem, they had me accept the new terms with a radial button click. Before I accepted, I asked them to email me the terms while I had them on the phone. The customer service rep said I would have to accept the plan first so they could email it to me.. This is when I specifically asked the customer service rep to guarantee no other changes in service were taking place...
AND I have the transcripts from the conversation that PROVE we were told NO changes to our subscriptions would be made.
Then we LOST our Netflix legacy plan.
I am wondering if we can be compensated the $25 per month that we now have to pay for the Netflix subscription that was intentionally and deceptively taken away?
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