Visitor
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2 Messages
Unacceptable Customer Service Experience
After spending my morning attempting to contact a human representative through the Xfinity Chat Bot, I finally received a call back to discuss my concerns. My internet bill was raised 50% from what I had been paying, and I was told this was due to a "promotional" period expiring, despite not being informed that this was the case when I signed up for service 2 years ago. I then asked if there was any way to reduce the cost of my service, and was given 2 options: Pay 25% more than I used to pay for 100mbps less than what I currently have (a 20% decrease in speed for 25% more per month), or pay 70% more for 400mpbs more than I currently have (a 40% increase in speed for 70% more per month). I was given no explanation as to how this makes any sense. Either way, I am pay an increased amount per month, but in neither option is the value even close to the product being offered. My consolation prize for this is one free phone line, which I do not need. I also own a personal Modem/Router combo, but when I try to adjust my plan online, I am still charged for Xfinity's default hardware kit despite selecting the option indicating that I have my own hardware. This company has spit in my face at every step of the way since starting my service with them, and I am seriously considering whether or not I need to take further action in order to have my needs as a customer met in a satisfactory manner.
XfinityPaula
Official Employee
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1.9K Messages
7 hours ago
Hello user_ncua1r! Thank you for being with us over the past 2 years and for reaching out for help with the recent increase to the account. I'm sorry that you were not aware that you were on a promotional rate when signing up for the services. In most cases when we have a new customer join Xfinity a promotion is provided. If you check page 3 of your statement there should be a promotion end date listed there so that you know when the promotion is coming to an end. We are fortunate that our billing is processed in advance allowing us to make any needed adjustments and changes, so the account can be prorated.
Based on the details you shared you have a speed tier that is no longer being offered. I'm sorry that is the case and that we can't bring back the promotion that you were previously on, but we may have the opportunity to find a new promotion with one of the new speed tiers that are offered.
I understand that the free mobile phone line is not useful for yourself, but I have seen it save customers over $100 a month when they moved to Xfinity from their other provider and that is an excellent savings!
I know the cost of the internet service is the main concern and I would love to dig into any offers that we have to help out. I don't want to lose you as a customer with Xfinity if my team has access to something our peers do not.
Can you please send us a direct message with your name and service address? From there we can verify the account and look for a promotion and discover the right services for your needs.
Here are 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
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