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user_twh397
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Wednesday, February 14th, 2024 5:11 AM

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Significant increase to Internet bill in 2024

In February of 2024 my Internet only bill went from 76.00 a month to 95.00 a month.  This is a significant increase with no explanation.   I believe I'm on the lowest speed plan now.  It's impossible to get anyone to chat with on the AI chat.  How can I speak/chat with a real person about this?  If I can't get this resolved I will need to switch to TMobile or one of the other providers in my area.

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Updated 

3 months ago

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EG

Expert

 • 

107.1K Messages

9 months 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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0

XfinityPaula

Official Employee

 • 

1.2K Messages

9 months ago

@user_twh397 Hello there! Thank you for reaching out on our forums. I know it's a surprise when rates increase and when promotions end. Not being able to work with someone on top of it makes it that much worse. No fear, @EG brought this post to the right place for help! We can look into the account for new promotions and also review your current services to make sure they meet your needs. Please send us a direct message with your name and service address, from there we will verify the account and dig into out options.

@EG Thank you for moving this over, so we can help! 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

1

user_twh397

2 Messages

Thank you Paula!  I was able to connect with someone on the DM chat per your instructions and they were able to set me up with a new contract at a lower rate.  It is in process now.

9 months ago

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EG

Expert

 • 

107.1K Messages

9 months ago

You're welcome @XfinityPaula !

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0

user_azwga8

1 Message

9 months ago

I have the same issue.  The Xfinity Assistant says that I was notified last month? How was I notified? I don't get a paper bill! I can't reach anyone either and the voice system is not user friendly.  I want my bill to be the same $76 that I budgetd for. 

1

XfinityDena

Official Employee

 • 

2.5K Messages

@user_twh397

From my experience it can either be that your account has fallen off your promotional rate or it is due to price increases that you would find mentioned on your November or December billing statement. You can always get a break down of charges by looking at your billing statement. For the Xfinity app after signing in you would go to manage billing. After that click on current statement so that you can view the PDF. To view previous statements you would select statement history. If you don't already have the Xfinity app make sure you download it. It is honestly one of the best apps we have to offer to manage your account. The app will keep you updated on maintenance, interruptions, and other service-related notices. You can also troubleshoot, manage appointments, and manage your bill. 

 

If due to increases in our rates, while we try to hold down costs, price changes are necessary for a number of reasons, including continually increasing costs of programming and our ongoing investments in network upgrades, cutting edge technologies, and enhanced products and services. If you signed up on a promotional offer, you will not see an increase to the base price of those services until your promotional period has ended. Equipment charges, installation charges, taxes and fees, including regulatory recovery fees, the Broadcast TV Fee, the Regional Sports Network Fee, and other applicable charges are subject to change and could alter the total amount you pay during and after the promotional period. https://www.xfinity.com/pricechange

 

I am here to confirm what is going on. I would be happy to review the account for a new discount. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account.  You can also set up the services directly from the website. 

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

9 months ago

0

user_qvum1j

1 Message

9 months ago

Our February bill increased by over $50 as well and I would very much appreciate a review of our account for new options please!  Thank you for your help!

1

0

XfinitySheila

Official Employee

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804 Messages

@user_qvum1j  Hey there! I would love to help review your service for new offers. 

Please send us a direct message with your full name and service address to get started. 

 

 

 

To send a direct message please use these instructions: 

 

 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • 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

9 months ago

0

salih.d

1 Message

9 months ago

Hello, I noticed that our February bill has increased by more than $36. I would greatly appreciate it if you could review our account for any new options available. Thank you for your assistance

1

0

XfinityFrank

Official Employee

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1K Messages

Hello @salih.d ! It sounds like you may have come off a promotion or introductory offer. The best way to check and see what other options may be available to you is by logging in to our site and browsing over to : https://www.xfinity.com/planbuilder 

With our site, it has never been easier to view, compare and even switch over to new service right online! I would definitely recommend giving it a look! If you still need assistance after that, we would be more than happy to work with you! Just send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!

(edited)

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

9 months ago

0

user_02sjr9

1 Message

9 months ago

I am currently shopping for mew service. My bill was 62.00 this past december and now in  February it is 96.00. No warning at all. They seem to be using me as a cash register. By next month I will be with another service

1

XfinityChristy

Official Employee

 • 

1.6K Messages

@user_02sjr9 Thank you for reaching out via our Xfinity Community Forums. It sounds like the promotion you were on ended causing the increase for your services. I would be happy to review your account and look for a new promotion with you. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

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 that 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

9 months ago

0

user_ac6ca8

Visitor

 • 

15 Messages

8 months ago

Xfinity billing is predatory...intentionally. They did the same thing with my internet. Randomly overcharged. I reported to AG and they issued a refund. Then they added a late fee. 37 attempts to correct and their customer service leadership has done nothing. It's illegal. 

1

XfinityVianney

Official Employee

 • 

1.7K Messages

Hi, @user_ac6ca8 

Thank you for reaching out. Once your promotion ends, you will see your rate roll into non-promotional pricing. These details are included in your customer approval and customer agreement. Additionally, we also alert all customers on their bill of any upcoming changes regarding pricing and promotion. Do you know if you were on an active promotion? Have you reviewed you previous bills for any alerts regarding the changes? 

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

8 months ago

0

user_ac6ca8

Visitor

 • 

15 Messages

8 months ago

Xfinity billing is predatory...intentionally. They did the same thing with my internet. Randomly overcharged. I reported to AG and they issued a refund. Then they added a late fee. 37 attempts to correct and their customer service leadership has done nothing. It's illegal. 

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user_ac6ca8

Visitor

 • 

15 Messages

8 months ago

Same thing happened to me. I notified Xfinity immediately and asked them to correct. They did not and added a late fee on top of the incorrect charges. I asked them to remove that and nothing. Two weeks requesting correction and credit and no response from anyone, including Tom [Edit: Personal Information].

(edited)

1

XfinityVianney

Official Employee

 • 

1.7K Messages

Hi, @user_ac6ca8. I replied to your comment yesterday, and we are here to help. Did you have a chance to review the comment?

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

8 months ago

0

irwin

Visitor

 • 

2 Messages

8 months ago

Why did My Comcast Bill increase from $221 - $275

3

XfinityMichaelC

Official Employee

 • 

4.1K Messages

Hello, irwin! Thanks for reaching out to us on the forums! I know it can be frustrating when the bill is on the rise. It sounds like your promotion may have rolled off the account depending on if you were signed up for a 1 or 2 year promotion. We can certainlt have a look into the account and see what we can do for you. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist 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

8 months ago

XfinityMartyR

Official Employee

 • 

1.5K Messages

 

user_c54588 Thanks for reaching out! We want to ensure we explain all inquires into a bill increase. We do have Rate adjustments to help us consistently improve our products and services, strengthen our network, invest in new technology, and cover the rising costs to our business. We would be more than happy to help review your account, to ensure you are getting the best value for your services. 

 

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

8 months ago

0

krookedhed

Visitor

 • 

6 Messages

8 months ago

Yes I hear you on that one xfinity is way out of control they're forcing people to leave them for a better more reasonable company that answers phone calls and will help you out and isn't just backstabbing you every time you turn around they've taken all my good channels away from me I really liked H and I and it's gone now we can't watch the Mariners because root is gone and now they want to up the mobile phone bill significantly I can't believe I've had them 20 years and finally just can't take it anymore had to get rid of my landline and all my good channels after they got rid of H and I on me because I paid extra to get that some years ago they just take it away with no warning and give you no discount very bad business practice. I wish we had some more options like spectrum my brother has them down in California and they're a lot cheaper and more reasonable. Xfinity has a monopoly going right now so they're just going for the throat to get every dime they can out of everybody because I think they know they're going down. [Edited: "personal information"]

(edited)

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minnesota2014

New Poster

 • 

4 Messages

I’m in the same boat in Minnesota, but now there’s too many other service providers to finally cut the cord to Xfinity. After this latest stunt by Comcast Xfinity it’s time to go bye-bye.

[Edited: "Solicitation"] 

(edited)

8 months ago

user_p52ys2

1 Message

8 months ago

That sounds like a promo expiring. Although they do keep going up on their prices. I signed up for 600Mbps like 4 years ago. They gave me a promo for the first 2 years. Then gave me another promo I didn't ask for after that for another year. Then it was a promo for a reduced price for renting the modem. Then because of plans being made obsolete they bumped me from 600Mbps to 1000. Again, I didn't ask for any of it, they just do whatever they want. Although I have been looking at Frontier because they are offering the same speeds up and down for half the price. Plus T-Mobile is offering home Internet with the same prices without data caps. Xfinity isn't the only game in town anymore. They need to step it up for existing customers. I'm just an Internet customer and I'm charged $131 a month.

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XfinityAlfonso

Official Employee

 • 

1.2K Messages

Hello user_p52ys2 thanks so much for contributing to this thread.  We understand that many customers are looking to save money any way they can, and are happy to help. We've created a new site that shows all available plans that you can see when logged into Xfinity My Account. 

 

Xfinity Plan Builder

 

We're also available to look over your account for new plans/offers. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address. 

 

 

 

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

8 months ago

0

Surllio

1 Message

@user_p52ys2​ Right here with you. This is ridiculous. I'm JUST an internet customer, and they keep telling me "the increase is due to a promotion ending" but that promotion ended over a year ago.  I was on no other promotion.  My bill went from $80, to $106, and now $132.  Its JUST internet. Nothing else. The bigger issue is I have no alternatives for modest internet in my area, and they KNOW that, because they were the ones that used the legal system to STOP someone from putting in Fiber Optics in my area.

(edited)

5 months ago

0

XfinityJohnG

Official Employee

 • 

1.2K Messages

I would be happy to check on any promotions available from here for you @Surllio. Please send us a direct message with the full name and complete address for your service. 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

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

5 months ago

0

user_kksb20

2 Messages

Clicked on the abovew Plan builder link and immediately got this:

The requested url could not be retrieved

While trying to retrieve the following URL: https://www.xfinity.com/planbuilder

5 months ago

0

XfinityVictor

Official Employee

 • 

892 Messages

 

user_kksb20 Hello, I am happy to be of assistance. 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. 

 

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

5 months ago

0

user_5mxj8l

1 Message

8 months ago

I just moved into this apartment two months ago.. i signed up with XFINITY internet/wifi... i don't even own a tv. just my laptop for work... and after only TWO MONTHS my bill was raised by $21.11!!  thats an increase of $189.99 in my budget for the year!!! for just INTERNET... i was told that my promo ended... AFTER TWO MONTHS??!!??!

Xfinity is a complete scam

5

XfinitySheila

Official Employee

 • 

804 Messages

 

user_5mxj8l I understand feeling frustrated over the pricing change and assure you we never want this to be your experience. I would like to take a closer look. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

 

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

8 months ago

0

user_boston617

2 Messages

@user_5mxj8l​ I noticed my bill too from 110 for internet and cable I don't even use cable no more now its price 189.99 plus 75 for other fees soo my bill is around 265$ this month geeh I was stung when I open my bill. [Edited: "Language"]. i been loyal customer for more than 6 years this hurts me....

(edited)

7 months ago

0

XfinityRaul

Official Employee

 • 

1.6K Messages

Hello, @user_boston617. I'd be more than happy to review your account to see what's causing your bill to increase. 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?

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

7 months ago

0

user_3y99zn

1 Message

I would also like to send a direct message about my rate increase and review options.

5 months ago

0

XfinityDena

Official Employee

 • 

2.5K Messages

@user_3y99zn I would be happy to review the account for a new discount. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account.  You can also set up the services directly from the website. 

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

 

- 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

5 months ago

0

user_9mjmqm

2 Messages

7 months ago

My bill increased from $70 to $126 starting in June with NO explanation. I couldn't find anyone to chat with and calling is a nightmare. Time to switch providers?

3

XfinityEmilyB

Official Employee

 • 

1.7K Messages

@user_9mjmqm Welcome to our community forum! Thank you for reaching out so I can review your account for a new promotion you love. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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

7 months ago

0

user_9mjmqm

2 Messages

I only have internet so this increase is ridiculous and might need to go with my cell provider, Tmobile. 

7 months ago

0

irwin

Visitor

 • 

2 Messages

The thing with Xfinity or Comcast, one in the same, this is the only game in town. Sure, you can go with a another provider but your connection for internet/TV won't be the same. More outages, slower speeds and signal quality will not be as good. Plus, you will need to install or have installed a dish on the roof or outside wall. [Edited: "Inflammatory"]

(edited)

6 months ago

0

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