Switched to my own modem was switched off of unlimited plan?

I worked with XFinity support to lower my bill, they suggested that I could save money by purchasing my own modem. I drove out and bought the recommended modem, then waited an afternoon for a service tech to "swap out" the XFinity modem for my new one.

However, I was just notified that I am close to exceeding my bandwidth limit?

I had been on an unlimited plan - it seems that it was turned off after I started using my own modem. I spoke to support, and they told me that it would cost me an additional $30 a month for unlimited data - but, if I rented one of their modems it would only cost me $15.

So, spending a day to setup a modem, which I was told would save me money, actually ends up costing me more.

I continued to talk to the support rep, and they told me that the overage fee was only a one time fee of $10. Which is actually cheaper than paying the unlimited plan! Why would anybody pay $15 a month when the overage fee is only $10 a month?

I cannot express how frustrating it is to try and work with Xfinity - it seems that they have specific training to make the customer experience as frustrating as possible.

Responses

Accepted Solution

XfinityGabriel

Official Employee

•

2.2K Messages

1 year ago

Hi, user_6v9k1p! Thanks for taking the time out of your day to visit XFINITY on our forums page for help with the Unlimited Data inquiry. I had switched to a personal modem myself to save money. I am sorry to learn about this experience and that we have made you feel this way. We can help turn that around. When not on the Unlimited Data plan, once your courtesy month has been used, the next time you exceed 1.2 TB in a month (and any subsequent times it's exceeded in a month), you'll be notified by email and text message that you’ve exceeded your data usage plan amount. A block of 50 GB will be added to your account, and a $10 charge will be applied to your bill automatically. However, you'll be charged $10 each time we provide you with an additional block of 50 GB of data so if you use more than this you can actually be charged up to $100 per month which could end up costing more. Make sense so far?

user_6v9k1p

6 Messages

I asked my rep this exact question and they told me that it was only a one-time payment of $10 for the overage.

Would you double check your information? They seemed to be quite sure.

If they were incorrect, this is another example of Xfinity providing bad information :-( It is incredibly frustrating to wait in a queue to ask about this, and then be told incorrect information.

Perhaps they (also) took the Xfinity training: "how to provide incredibly bad information to customers and cause them to waste time and money."

I do appreciate your fast response - however, the $120 I spent on a cable modem (and the afternoon I spent waiting for a tech) were wasted because I trusted the information I was given.

1 year ago

XfinityGabriel

Official Employee

•

2.2K Messages

1 year ago

It is my pleasure to assist in any way that I can. user_6v9k1p. I appreciate you greatly for your time spent on this. At Comcast, we strive to put your experience first and to honor what was promised. Here is a great link to more details on our data usage plans. Please let me know if this helps.

BruceW

Gold Problem Solver

•

26.3K Messages

1 year ago

... they told me that it was only a one-time payment of $10 for the overage ...

That's only part of the story. As the "exceed-usage" page linked above states:

You'll be charged $10 each time we provide you with an additional block of 50 GB of data, with a limit of $100 per month.

So if you don't subscribe to Unlimited, the cost of exceeding 1229GB is between $10 and $100, depending on how much you go over.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

Billing

user_6v9k1p

Switched to my own modem was switched off of unlimited plan?

XfinityGabriel

user_6v9k1p

XfinityGabriel

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

New to the Community?