Skip to main content

    Support

    Offers

U
user_t8otna
1st Topic

3 Messages

Wednesday, June 26th, 2024 7:58 PM

Closed

Modem Fee for personal modem

Hi, we have been charged a fee for renting a modem for the last couple years despite the fact that we have our own personal modem and are not using the xfinity modem. We have been trying to get through with the chat system, but it seems there are some gaps in understanding with the service agents. They said they opened a ticket for us, but when we asked to see the status of that ticket, they couldn't access it. It has been very frustrating?

What is xfinity's policy regarding refunding us the money we have been charged for a non-existent xfinity modem? From forum topics, this seems to be a reoccurring problem that multiple customers have had to deal with. That doesn't seem to fit with xfinity's customer-first approach; one would think the solution to this would have been created a long time ago to better serve your customers. 

[Edited: "Inflammatory"] I would like a more personal approach from xfinity. 

Question

 • 

Updated 

10 months ago

 • Edited

49

1

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

10 months ago

Thank you for your detailed feedback, and for joining us here on the Xfinity Forums, user_t8otna. This isn't the experience we want for anyone and our team can help. Can you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• 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

The Xfinity Residential Services Agreement (section 3) policy states you may dispute charges on a bill or request billing credits. You must contact us within 120 days of the date on your bill, or you waive any disputes or credits, subject to applicable law and our binding legal obligations. Let's take a closer look and work together towards a resolution. 

 

4

0

user_t8otna

3 Messages

Yes we already tried that and received very little help on that front. The chat agents do not appear to be able to really help us. Can you reach out to us directly? 

10 months ago

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

We regret to hear you experienced issues with other teams @user_t8otna. I noticed you have not had any previous conversations with our digital care corporate team here on our community forums. We can certainly assist you directly through direct message. Please use the steps above to send us a direct message with your full name and full address.

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

10 months ago

0

user_t8otna

3 Messages

As I said, that is what we previously tried to do, and were only connected with agents who were unable to help us. I don't think we should need to repeat that process over and over again. It doesn't do anything but waste everyone's time. Instead, I would like a senior member of your support team to reach out to us directly to solve this. We shouldn't need to jump through hoops to fix your mistake.

10 months ago

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

I completely understand wanting to be credited for a rental modem you never had. I myself would be frustrated if I found out that I had been charged for this device for years. Our corporate team would like to do everything we can to help take care of this issue. I can see where you are coming from being hesitant to send a direct message and I realize it can feel like this is repeating a process you’ve already attempted to resolve multiple times. Our team has not assisted you over direct message in the past, I can guarantee sending us a message will be different than before. We want to turn this experience around and know exactly what needs to be done to completely remove the modem from the account, prevent future charges, and can assist with crediting the account. 

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

10 months ago

0

forum icon

New to the Community?

Start Here