Why does it cost more for unlimited data when I have my own modem compared to using an Xfinity modem?

I was paying for a plan that provided unlimited internet data. I recently replaced my Xfinity modem with my own modem. When the salesperson at the Xfinity store took the modem back and told me he would change my account to remove the monthly billing for the modem, I was never told my unlimited data was going away as well. I just found out I was about to exceed my limit, so I went back to the store and was told I no longer had it since I wasn't using their modem, but I could add it for $30/month. I was only paying around $10-$11/month before, plus the cost of the modem. What happened? Why was I not told this was going to occur and why would it be so much more?

I have been a long time Comcast/Xfinity customer and I am very disappointed in this.

This seems like a scam. Can anyone explain why it would cost more?

Responses

CCJoshua1

Problem Solver

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567 Messages

3 years ago

Thanks for reaching out with this inquiry, @user_167025. We never want you to feel left in the dark with your billing, and we definitely didn't want there to be a misunderstanding when removing xFi Complete (the feature that included your modem and the unlimited data). It's completely understandable to have thins kind of question, so we're here to help.

Like most options here with Xfinity and even other businesses, when bundling a few services or features, you will see some kind of discount. Unlimited data has a base price, but when bundling it with the modem and xFi features, we discount that price. I hope that helps to shed some light on what happened. Please let us know if this helps!

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user_167025

Visitor

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2 Messages

@XfinityJoshuaE

Thanks for the response. I understand that bundling features provides a discount and that is definitely appreciated, but I don't understand how I would end up paying more money now then when I also had your modem. I am fine paying for the service, but this does not seem very balanced.

Your response does shed some light on the issue, but it does not answer why I would end up paying more then when I had your modem, why the person in the store did not tell me this, and what can be done to resolve this for a longtime customer.

Thanks.

3 years ago

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CCJoshua1

Problem Solver

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567 Messages

I understand. If you're having trouble with the pricing of your services as they are now, we can certainly look into options for you. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Peer to peer chat" 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 that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

I no longer work for Comcast.

3 years ago

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MSDPNUT

Visitor

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2 Messages

This response doesn’t make any sense. So I have tv internet and voice. Modem is $14 to rent $11 more for unlimited. How is that bundling ? It’s adding a feature. So if I use my own modem unlimited should be $11 ? Not $30

3 years ago

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MSDPNUT

Visitor

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2 Messages

@XfinityJoshuaE it’s not a bundle it’s adding a feature not a service 🤷‍♂️. And what are these broadcasting fees ? It’s not government imposed like you guys like to insinuate. Your fees for television is horrible and the face that you give cheaper plans depending on where I live is horrible

3 years ago

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Billing

user_167025

Why does it cost more for unlimited data when I have my own modem compared to using an Xfinity modem?

CCJoshua1

user_167025

CCJoshua1

MSDPNUT

MSDPNUT

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