New Poster
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2 Messages
Under the guise that I had unlimited bandwidth
I had gone over my bandwidth cap since I had another roommate move in with me. So I decided to upgrade my internet for unlimited. I followed a link in an email that I received from Xfinity because I went over the bandwidth cap. I clicked "Go unlimited" and it took me to a new page with an upgraded plan that had unlimited bandwidth, it also forced me to get xFi equipment in order for me to get unlimited. So I continued with the upgrade, I had received the equipment and installed it. Keep in mind I made this upgrade roughly 2 months ago. Now I am getting an email still saying that I have gone over my bandwidth cap, I am now being charged $203 this month because of it. I contacted customer service and they apparently fixed it so that I actually have unlimited now. They refused to waive the over usage fee even though when I was upgrading my service it specifically said unlimited internet, It was a link that I followed directly from an email and on the website and now I am being forced to pay the over usage fee, how is this in any way fair to me? What can I do?
XfinityPeterH
Official Employee
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1.9K Messages
2 years ago
Thanks for reaching out @Nick11187 we never want you to deal with this type of situation and I know if I was in your shoes I would be reaching out too. If you add unlimited data on your plan than you typically do not get charged for a data overage. That being said we can take a look. Would you mind sending us your full name and complete address in a Direct Message please?
(Full credit to @BruceW for this excellent explanation!)
"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
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