New Contract: Glaring Billing and Account Status Errors

Hi,

We have been Comcast home consumers for over thirty years. On December 15th, we signed a new deal for 1 gig monthly internet and TV Plus. I can provide the contract receipt if helpful.

However, our Xfinity online account wrongly reflects our TV plan as the Core Plan, as opposed to the TV Plus plan. The online account also wrongly shows that we are renting FIVE (5) TV set-top boxes. We only rent two TV boxes. Our online account also states that our 1 gig internet is "pending activation," even though we were provided an XB7-T directly from the local Xfinity store, set it up successfully over one week ago, are receiving 1 gig download speeds, and are not using any other modem/routers.

Our account seems to need rectifying on the back-end. Can someone help with this? It appears the coming month's bill is based on this misaligned information.

Thank you,
Tim

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XfinityBrianH

Official Employee

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2K Messages

1 month ago

user_1yjv6m Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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user_1yjv6m

Visitor

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10 Messages

Thank you, Brian. Just DM'd and mentioned your username in case you are assigned this ticket. I look forward to posting here in the near future to alert others that these issues are solved. Please let me know if I can provide any other information.

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1 month ago

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user_1yjv6m

Visitor

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10 Messages

25 days ago

Unfortunately, to all and @XfinityBrianH, I have seen no progress on this issue so far. I have to think the first examination should be why our account is listed as having the Core TV Plan (when we actually have TV Plus). I'm thinking that when we upgraded our contract last month, something on the back-end didn't rectify and is causing all these glitches. It's also showing our account has 5 tv boxes, when we only have 2 tv boxes. Would love to get this sorted asap.

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XfinityEricB

Official Employee

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3K Messages

user_1yjv6m We would be happy to assist with getting the billing sorted out for you. I see you sent us some direct messages as well about the issue, and we can continue there to assist.

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

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25 days ago

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jdawg90

Contributor

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64 Messages

@user_1yjv6m We're having the same issue. Everything shows TV Core but I waited and our bill shows TV Plus. If I "shop" new plans, it shows our current plan is "TV Core". It also shows we have 2 TV boxes (we have 1) sometimes, 1 other times, but when I click on equipment it only shows one. We've also been having TV Pixelation issues since mid-December (went away for about a month) and then they came back a couple of days ago. Both times, Xfinity Assistant would usually say no outages in our area but the map showed an outage. The last couple days nothing showed an outage until today when I tried refreshing the TV box AGAIN (why, I don't know, I guess I keep clinging to hope) it said it couldn't run a system refresh because there was an outage in our area. BUT, both Xfinity Assistant and the Xfinity Outage Map said we didn't have any outages in our area LOL. Over an hour later, an outage showed up on the Xfinity Outage Map while Xfinity Assistant continued saying no outages.

So, long story short, basically Xfinity systems are working exactly as I'm used to as a customer for the last 10 years (they say 7, but it's 10...that's another story but isn't worth effort trying to get Xfinity to fix LOL)

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6 hours ago

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user_1yjv6m

New Contract: Glaring Billing and Account Status Errors

XfinityBrianH

user_1yjv6m

user_1yjv6m

XfinityEricB

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