Visitor

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2 Messages

Friday, February 27th, 2026 9:52 PM

Simple Change to Cable TV Service and Bill Went Crazy High!!

As of January '26, I was subscribed to Voice, 300MB Internet, and the Popular TV package with 125+ channels, all for about $171-173 after discounts applied. This included two X1 DVRs at $14 each. The cable TV price was about $100 with discounts. My billing cycle runs from the 5th to the 4th every month.  On January 28, I updated the cable subscription to TV Plus for $95 per month which includes the X1 DVR and 125+channels.  Basically the same exact TV package. That was the only change I made.

Now I'm no math genius, but everything else being equal, that should save me about $19 per month for the subscription and equipment rental, right? The bill I just got reflecting the proration for the old plan showed a credit of $139.60 I had prepaid for 28 Jan to 4 Mar; so far so good. But then it showed charges for the new plan, for the same period, of $247.53! In other words, you charged me an additional $107.93 for essentially the SAME SERVICE! Plus, my overall monthly /charges have actually gone UP!

Even if the multiproduct and other discounts went completely away, those charges still seem way too high. Can you please explain why my bill went up so much, and is there any way to fix it or will I be forced to just cancel all my services? Are there no multiproduct discounts anymore? Multiple calls to customer service have obviously failed to resolve this to any degree. 

Thanks.

Very Disappointed 23 Year Customer in Colorado Springs

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Official Employee

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3K Messages

8 hours ago

user_9sl46w Thank you for reaching out! Without looking at your account, it sounds like the change of TV service was made in the middle of a billing cycle, and you may be looking at a posted billing statement before the changes were made. 

 

Visitor

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2 Messages

Yes, that is the scenario. The change took place in the middle of a billing cycle.  HOWEVER, the prorated amount covering the same period of time, 28 Jan - 4 Mar, as shown on the billing statement I just got today shows charges of $247.53 and payment due of $107.93 after the $139.60 credit, for NO additional service, other than a DVR storage increase. If I had not made the change, the charges for the same period would have been $139.60, and that presumably included the equipment rental, too. Why? Does it have something to do with multiproduct discounts going away? I'm happy to send you whatever information that would help to resolve this.

Thank you.

Official Employee

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464 Messages

 

user_9sl46w, I understand your frustrations. Let us take a look into your account. To move forward with your concern, please send us a direct message with your full name and complete service address. From there I can authenticate your account and assist you further.  

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. 
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