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user_hjwk7c
1st Topic

5 Messages

Saturday, February 17th, 2024 12:25 PM

Closed

Service downgrade

On 2/8 I requested by chat a service downgrade to internet only and a landline.  On 2/9 I retuned all cable boxes to UPS.  Recent bill is still unchanged and I spent another hour with chat again last night.  Confirmation email this morning has the service still unchanged.  The agent promised me my bill would be adjusted for the time we didn’t have boxes.  I’m not sure if that call accomplished anything as I’m also unsure those reps have the authority to downgrade service.  I feel those reps take the opportunity to upsell mobile phones and ignore why the client is calling. They are very nice but only one of them was honest and said he couldn’t help/ has no downgrade authority and disconnected me. I’m moving have Comcast in the other location already and just want to accomplish a service downgrade not a disconnect at this time.  I’ve tried calling but it’s hard to navigate to someone with the authority to help.  Can someone please get in touch with me? 

Question

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Updated 

1 year ago

194

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XfinitySara

Official Employee

 • 

1.7K Messages

1 year ago

Hey there, @user_hjwk7c! Thank you for creating a post regarding your service and billing concerns. I would absolutely love to help! Before we move away from the public side of this platform, may I ask if you've also tried making these changes online? Our Plan Builder allows you to make changes such as downgrades, or you can simply sign in to My Account and make changes that way! And to clarify, you're moving to a location that already has Xfinity service(s), but you do not want to transfer or disconnect this account yet?

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user_hjwk7c

5 Messages

Yes that’s correct I want to take the TV off one account and leave the internet and landline in place.  The other account I don’t want to make any changes.  I was sold a promotion to take my landline to a mobile phone not sure if that was a good idea but willing to try it. 

1 year ago

0

user_hjwk7c

5 Messages

I tried online and didn’t find a way in my account or plan builder to make the change.  

1 year ago

0

XfinitySara

Official Employee

 • 

1.7K Messages

Ok. Thanks for confirming, @user_hjwk7c! I'd be happy to double-check things for you this morning. Could you please send our team a direct message?

 

To send a direct message: 

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank 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

1 year ago

0

user_hjwk7c

5 Messages

Unfortunately, don’t see any of the options you are suggesting.  It’s like trying to get in touch with Google but in this case it’s not free it’s $350/month.  I tried the 1800 934 6489 last night but couldn’t get a live agent.  During what hours is that staffed or do you have another number? Clients should not have to jump through hoops and spend hours on a chat to get upsold mobil devices all the while having basic requests ignored.  Is this my fault or is your system user friendly only to add not to remove services? 

1 year ago

0

XfinityKassie

Official Employee

 • 

1.7K Messages

@user_hjwk7c My apologies that was your experience last night. Not all of our departments are open 24/7, usually our technical teams are available around the clock in case something happens with services. With that said, I'd like to get you moving in the right direction this morning. Are you able to sign in on this platform? Once you sign in, you should see these options. 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

0

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