6 Messages
Xfinity won’t honor contract
On 1/2/24 I added new service (tv and internet), 2 DVR boxes and sports package for $195. I had 7 days to pick up my boxes (self-installation). I went to the store on Saturday 1/6 and was told by Jazzmina (at specific Xfinity location) I should use Xfinity app to activate. Cool.
While installing I received an error on the screen, I needed to activate the other box. So I went through the App and chose activation. Through Chay I told the person my plan and they said I needed to agree to activate. I said I want to keep my plan and they said ok - but changed my plan to $211 a month, without the Sports package (so $221 with…). They changed my bill to $15 more a month with less service while I was just trying to activate the box!
When the boxes activated I called back because there was no sports package and learned about this change. I called on 1/7/24 and was told to go show my email to the Xfinity store. At the store, I was told to go sit and talk on an iPad to billing.
all I want to do is have the service and price that I agreed to (per my email with a 12-month contract) 6 days ago. I would not have agreed to change my service to have less and more of a cost (why would a representative do that to a customer?). I specifically said, I want to keep the deal I signed up for Tuesday, that is what I want (again, they changed to take away the sports package for a monthly total of $211 vs the $195 w sports that was in place).
I can not tell if the chat person was trying to get a commission for getting me new service or if the promo changed and xfinity won’t honor it.
I have spent 8 hours over the last few days trying to just get the deal I signed up for myself online(not had a chat rep sign me up) 7 days ago , with the equipment (2 boxes) that I picked up 2 days ago, and not the price changed by someone who was supposed to help me activate the boxes.
I have the confirmation email, I keep getting passed around and no one can help me
user_3gw353
6 Messages
1 year ago
When I picked up the equipment at 10:30a on 1/6/24, my account was checked. No one said there was a price change or the promo was too good. So what happened when I tried to activate it that they would change the price and service both for the worse?
I have never had the option to download chats until earlier this evening when I mentioned that on chat. When the chat ended, a “Download Chat” button appeared but when I pressed it nothing happened. I’m not one for conspiracies but that was odd
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XfinityLinda
Official Employee
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1.6K Messages
1 year ago
Thank you for connecting with us here in our community, @user_3gw353. We are sorry to hear about your experience, and we would love the opportunity to correct this for you. Please send us a Direct Message with your name, and complete address, so we may pull up the account and assist.
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• 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
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user_3gw353
6 Messages
1 year ago
My direct message:
- we see you signed up for the deal that you said
- the day you picked up 2 boxes you changed your deal to be $5 more, for only one box and no sports package (no, why would I do that?!)
- we will give you the same deal from $211 ($16 more per month) and a $30 credit (so only $160 more than you agreed to).
- the deal you ordered on 1/2/24 was just bad timing for you, so we changed it (no, it’s bad timing for Xfinity because I got a good deal that they won’t honor).
I will continue to try to get the deal I signed up for and not be forced into a higher priced deal for no reason. I am looking for someone who can help me.
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user_3gw353
6 Messages
1 year ago
For an update, it is 1/16 and the ticket is still open and I have not yet heard back.
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user_3gw353
6 Messages
1 year ago
still waiting to hear back, now it’s a month …. Was told 7-10 business days to hear back initially
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selva0922
Visitor
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1 Message
8 months ago
Whatever happened with this? Did you ever get a resolution?
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