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Visitor

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5 Messages

Wednesday, January 25th, 2023 2:29 AM

Xfinity Mobile Discount and Promotion Trouble

Hi, 

I need some help with my bill and I keep getting several different answers from support. I'm wondering if anybody else has experienced this below and what worked for you if anything. Basically I am needing to figure out how to get my Xfinity Mobile Discount back on my account. Long story short, this is what has happened: 

Nov. 2022 - Account originally had a term promotion, $30 Xfinity Mobile Discount, and $5 autopay discount with the 800Mbps base plan.

Jan.12th  2023 - I realized the term promotion had fallen off and so I downgraded my plan to 75Mbps base plan be within same monthly price point after discounts - Also have a saved order confirmation to my email confirming the price point I was expecting. 

Jan.19th 2023 - noticed my online bill had not been updated, so I called into support to get confirmation I would not be charged more the following month than what my order confirmation showed to expect....which at that point, I was transferred back and forth and dropped call between xfinity internet and xfinity mobile they couldn't seem to get I was calling to talk about my Xfinity internet bill. ... I finally touched base with a rep at xfinity internet who informed me that the plan I was on was no longer eligible for the same $30 discount. HOWEVER, he said he could upgrade me to the 400Mbps price that would have a more expensive base, but he would put on an equipment promotion to lower it (which didn't quite make sense, but I've worked in call centers and figured he had a special retention offer or something). The rep said after that after I accept the new 12month term of the order, and it goes through, then my original $30 mobile discount would be added back in and that if I also change my $5 credit card auto pay to draft directly from my bank, that would be an additional $10 credit. He also said I would be getting a pro-rated credit for that week I had downgraded from 800 Mbps to 75Mbps, before the rep put me back up to the 400Mbps package. After all this was supposed to be said an done, I would be locked in for another 12 month at very close to my original monthly rate after promos...I thought that was some excellent customer service and a very smart work around to keep a long lasting customer, but I guess it was wrong. 

Jan.24th 2023 - I received a new monthly bill with new charges into my email. I thought "Wonderful, this finally updated." However, my joy was short lived after opening  the revised document to see my bill was even MORE EXPENSIVE than what it was when this entire cycle even started. Basically, I was upgraded to the 400 Mbps package (half as slow as original) and given a free router for 12 months. There was no xfinity mobile bundle discount, there was not additional $5 extra off for switching and adding my bank routing numbers, there was no pro-rated charges for dropping my speeds to the lowest tier for a week. With all that being said, my bill was $3 more expensive and just wasted hours of my time going in a full circle for half speed service, a router that I don't need (I have my own DOCSIS 3.1 gear) and not getting the pro-rated credit I was promised. 

After I realized this, I called up customer service...again. I spoke with another gentleman that basically told me that I am on the best/cheapest package and even if I were to at this point switch down to the cheapest 75Mbps package it would only be a few dollars cheaper. He was very nice and polite and assured me there was nothing he could do to get me the original cheap plan that I have the order confirmation sent to my email about. Frankly I just gave up trying. I know it's difficult taking calls all day ( I used to work for Verizon)...but I also know there are ways to escalate billing requests to make things right for long term customers who are willing to be happy to stick with a company for years to come. 

Is there anybody on the Xfinity side of things on this forum that can help look into my account to see how I can get my bill closer to my order that was placed on Jan 12th? That was sent to my gmail? I can send you a copy if needed. I don't really need any equipment (I can return what the previous rep had shipped out its not even opened or being used as typing this), I don't need unlimited (1TB is more than enough per month for my single household), and I'm fine with whatever tier package (even lowest 75Mbps) to get me closer to what my original expectation was set at. Even though it's technically owed, the 1 week service change credit for switching to the lower tier isn't even a big deal to me. I just would like to keep a similar great rate that what I had for this past year after I bundled in my Xfinity mobile last January. I really do not want to look around for any other services, Xfinity has always treated me right, I just need some help again. I'm also willing to commit to another term commitment if that helps. 

Has anybody else had this types of billing issues with your mobile discount not being transferred to your new plan? If so, do you think going to an actual store would do any help? Thank you in advance to any community members that can help with advice what worked for you. 

Thank you!

Official Employee

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283 Messages

13 days ago

@user_b6817b, We would be happy to assist you. Please send us a DM with your name and full address b doing the following: 

Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

Visitor

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5 Messages

@XfinityAngie​ Thank you for the quick reply. I have done as instructed above.

Visitor

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5 Messages

This never really got fixed. I never received any updated order agreement to review either through text or email so I can't say this resolved my issues. I've tried to contact support so many times on this I'm just going to go into the store and see if they can help. 

XfinityAbbie

Official Employee

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1.3K Messages

@user_b6817b I am sorry to hear you are still having issues. If you would like assistance on our end, we are here and please feel free to send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

Remote support doesn't seem to have the tools to help. Fast forward a week, I never received revised agreement to accept I was told in DM I would be receiving. I've also not seen any credit at all for times when services were changed, and my issue still isn't fully resolved. I'm just going to go into the store and work with those people. There doesn't appear to be anything anybody in remote support is capable of doing. I will likely cancel my xfinity mobile service as well since the entire point of having it is that I was getting a great discount by have both Xfinity Internet and Xfinity Mobile, but now after being a loyal customer for years, Xfinity is insisting my bill is doubled even though I am willing to sign an agreement for a better rate. Contingency offers or ability to override and put these discounts back on our accounts don't exist apparently..... Every single time I have called or messaged support it's as if they just are repeating the website to me....OBVIOUSLY that is why we are contacting support for help. And every time I call or message in, my account gets more and more out of wack and my bill gets higher than it was before. 

Visitor

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1 Message

8 days ago

I had the same experience. It seems like nobody knows how the Xfinity mobile discount works or how to apply it. I was similarly promised a lower bill with an upgrade in service but ended up paying more. This is very misleading and at this point we are considering dropping some or all of our services.

Official Employee

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568 Messages

Hello, thank you for taking the time to reach out to us. I apologize as much as I would like to assist you, we do not handle mobile concerns. We have a specialized department that handles our Xfinity Mobile services. Allow me to provide you a direct number to our awesome Xfinity Mobile Team, please call or text 1-888-936-4968 or click on https://www.xfinity.com/xfinityassistant/?channel=xMobile to reach a Xfinity Mobile specialist at your earliest convenience for further assistance. I hope you enjoy your XFINITY services and you have a wonderful day! Did you have any other questions or concerns that I can assist you with?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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5 Messages

Yep, you are correct. Remote support doesn't seem to have the tools to help. Fast forward a week, I never received revised agreement to accept I was told in DM I would be receiving. I've also not seen any credit at all for times when services were changed, and my issue still isn't fully resolved. I'm just going to go into the store and work with those people. There doesn't appear to be anything anybody in remote support is capable of doing. I will likely cancel my xfinity mobile service as well since the entire point of having it is that I was getting a great discount by have both Xfinity Internet and Xfinity Mobile, but now after being a loyal customer for years, Xfinity is insisting my bill is doubled even though I am willing to sign an agreement for a better rate. Contingency offers or ability to override and put these discounts back on our accounts don't exist apparently..... Every single time I have called or messaged support it's as if they just are repeating the website to me....OBVIOUSLY that is why we are contacting support for help. And every time I call or message in, my account gets more and more out of wack and my bill gets higher than it was before. 

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