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Friday, April 26th, 2024 5:54 PM

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Roped into a contract that includes xfinity mobile when all I wanted was internet and I made that abundantly clear in chat logs

Hi, I recently attempted to sign up for xfinity internet but was unable to create a sign-in for my address so i reached out to a chat representative. He kept attempting to sign me up for a promotion that included a google pixel and xfinity mobile. I told him I was not interested about 3-4 times before he sent me the link to the offer. He assured me that it would cost me less than if I only signed up for the internet. I told him my phone is provided through my work and I don't have an interest. He then told me this was the best way to get internet.

At my behest, I signed up via the link he provided but only after he promised that the total i would be charged per month would be no more than $70/month. I'm now being charged around $120/mo because apparently I had to transfer my work phone's phone number to the new google pixel they sent me or else I don't get the credit each month to pay off the phone. You could argue I signed the contract without reading it.. but if the rep is making false promises and advertising, isn't that another issue entirely?

I really would just like to have internet. I don't want the google pixel, I don't want a mobile line. I just want internet. How can I resolve this and has anyone had similar experiences?

Official Employee

 • 

1.9K Messages

1 year ago

Hello, @robeydavey. I appreciate you sharing the inconvenience this new promotion is causing you via Forums. I would love the opportunity to review your account to see what options we have available to resolve this.

 

In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

3 Messages

@XfinityRaul​ Hi, I'm unable to find your name in the dropdown on the messaging menu. Am I missing something?

Official Employee

 • 

1.5K Messages

@robeydavey, you wouldn't search for an individual agent, but here are the steps in order to send us a DM.

Here's 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

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

3 Messages

I found it. Thank you!

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