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user_e7ewi8
1st Topic

2 Messages

Sunday, November 26th, 2023 12:34 AM

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My Bill Doubled Overnight

Hello, I have been using Xfinity for nearly 6 years, and I have always had a great experience and recommended you as a provider. I was surprised when I checked my account today and saw that my bill increased from $35/month to $83/month. Thinking this was an error, I called customer service and got my bill lowered to $65 a month, but that's still just way too high. I don't need anything fancy, I just need internet for homework and occasionally to stream Netflix. I called other providers and they all had a much more affordable packages. Are there any basic Xfinity plans out there that I can switch to, or is it just better to go with a different provider? 

Question

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Updated 

1 year ago

621

2

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XfinityBenny

Official Employee

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790 Messages

1 year ago

@user_e7ewi8  Thanks for posting and trying another route. We will have the same offers available as the phone teams, but we understand the need. It can be interesting to hear of lower costs by other carriers, but the value we provide is unmatched. Especially when it comes to doing what you want during busy times of the day. Our customers get all their speed always. What level of service do you have now for speed, and how many devices do you connect to the internet? If we look at this https://www.xfinity.com/learn/internet-service/speed page, it will show what each level of service can handle. If the usage you have can be met with a lower tier, we're happy to check those prices in a private setting. Check it out and review the levels, to see what I mean. If you can downgrade the speed without impacting your experience, let us know. 

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user_e7ewi8

2 Messages

@XfinityBenny​ I was told that moving to plan with a lower speed would actually be more expensive. I would be happy to downgrade since I don't care about the speed. Why is it more expensive?

1 year ago

0

XfinityBenny

Official Employee

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790 Messages

@user_e7ewi8 It can depend on what is available, sometimes the higher speeds will have higher discounts to have customers try them out as homes continue to expand the amount of devices they use. Especially with kids lol. We have the same promotions as I mentioned, so it's best to confirm what you have, and what is needed. Using that guide I sent earlier, are you in the right range for your needs, or can you downgrade without any impact? If not, it's best to keep what you have, and have us search for a new promotion after the holidays. If you can use a lower speed comfortably, we can offer to double check. We want you to feel happy with the service and its performance, that's the main goal, while trying to find the best price possible as well. 

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1 year ago

0

user_jur7da

1 Message

1 year ago

Same here, this is such a scam 

1

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XfinityChristy

Official Employee

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2K Messages

@user_jur7da Thank you for reaching out via our Xfinity Community Forums. It sounds like the promotion that was on your account has expired. I would be happy to review your account to see what options are currently available to you. To get started, please send our team a direct message with your full name and full address.

 

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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

1 year ago

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