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user_5qnep3
1st Topic

1 Message

Wednesday, January 17th, 2024 2:23 AM

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Remove sudden $25 charges related to XFI Complete

Hi, I'd like to remove  "XFI Complete" from my internet plan.  I think it has to do with me having the plan for 1 year, during which the $25 was waived, but after 1 year the $25 charge is in effect and and so that's why there's this additional charge. I need it removed to make ends meet.  Past threads say there's a DM function on this website to contact someone and get it cancelled, but I can't find it. I assume that's because those threads were from years ago, when the site's UI was different. Thank you.

Question

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Updated 

1 year ago

 • Edited

4.5K

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EG

Expert

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110K Messages

1 year 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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XfinityEricB

Official Employee

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2.1K Messages

1 year ago

Hello @user_5qnep3, and thank you for reaching out to us today for help with removing Xfi complete from your account. I would be happy to help get this done for you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

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user_x4mq2n

2 Messages

1 year ago

I just spent 45 minutes on Chat being "played" with. They refused to help me, kept transferring me over and over. I finally had to disconnect because they were obviously mocking me and would not help me. I am a veteran on a fixed income. I saved the transcript and plan to send it to corporate and post it all over social media. This is outrageous. Been with Xfinity a long time and going to find another provider. I too am being charged this bogus $25 fee ..........I am paying over $100.00/mo for JUST wifi...........all I need. I used to pay this for phones, cable TV, and Wifi combined. These big companies keep merging and it is only going to get WORSE!!!

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XfinityBenjaminM

Official Employee

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2K Messages

@user_x4mq2n Hello! Thank you for reaching out to us here on our Community Forum. We are very sorry to hear that you are not having a good experience with us and we can certainly see what we can do for you. Can you please send us a Direct Message with your full name and address? Here are instructions on how to send us a DM in case you need them:

c 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

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

1 year ago

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user_x4mq2n

2 Messages

nope. I'm going to switch providers and file as many complaints with different agencies as possible. This is crazy. I spent 45 minutes of my workday only to be dumped with no help. I also do not know if they, without my consent, changed my plan. Agent said something about dropping my unlimited data to save $10, not enough and I don't want restrictions on data as I have NEVER had any in all the years with Comcast or Xfinity 

1 year ago

XfinityBenjaminM

Official Employee

 • 

2K Messages

@user_x4mq2n If you change your mind, please send us a DM so that we can investigate this for you.

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

1 year ago

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user_lyc7jx

1 Message

1 year ago

Was on my bill too trying to figure out why it's on there never asked for it

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user_2d72ee

Visitor

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1 Message

1 year ago

I got thru from bot chat who connected me to live agent chat

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