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Farzin
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Wednesday, May 7th, 2025 7:52 PM

Xfinity's Deceptive Practices: "Free" Modem Rental Now Costs $15!

I am beyond frustrated with Xfinity's deceptive practices! Despite receiving an order confirmation email stating that my internet/voice equipment rental is $0.00, Xfinity is charging me for modem rental. Every time I log into my account, I'm prompted to approve a new $15 charge for the modem rental.
I've attempted to resolve this issue through their customer support chat over 10 times, but each representative has only tried to upsell me on additional services instead of addressing the problem. This is unacceptable!
Xfinity, are you deliberately misleading your customers? Is this a tactic to sneak in hidden fees? I demand transparency and honesty!
Has anyone else experienced this kind of deception from Xfinity? 
PROOF OF DECEPTION:
I have attached two documents to this post:
  1. Original Order Confirmation Email: Clearly states that my internet/voice equipment rental is $0.00.
  2. New Fee Notification: Shows the $15 charge for modem rental that I'm being asked to approve every time I log into my account.
These documents speak for themselves. Xfinity, how do you explain this blatant discrepancy?
UPDATE: I'll be keeping track of any responses from Xfinity and updating this post accordingly. Stay tuned!

Question

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Updated 

18 days ago

 • Edited

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EG

Expert

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110.6K Messages

22 days ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityBenjaminM

Official Employee

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2.1K Messages

22 days ago

 

Farzin Hello! Thank you for reaching out to us here on our Community Forum. We will be happy to look into this further. Based on what you described, it sounds like the package may include the modem rental at no cost, and it's indicating what the monthly fee would be if it were not being covered. We will look into it and answer any questions or concerns you have. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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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Farzin

Visitor

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3 Messages

18 days ago

Updated 2:

I was contacted by Customer Solutions, who claimed they could lower my bill from $40 to $25. Instead:
  • They set it to $36
  • Downgraded my speed from 400Mbps to 150Mbps without telling me
  • Locked me into a 12-month contract without my permission
I'm currently DMing with Xfinity Support to try and resolve this issue. I'll update this thread if they're able to provide a satisfactory solution.

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Farzin

Visitor

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3 Messages

18 days ago

Update 3:

I'm shocked and disappointed by the latest response from Xfinity Support. After presenting my case and pointing out the obvious errors, they're now shifting the blame to me.
According to them, I'm responsible for approving the changes that downgraded my speed, locked me into a contract, and increased my bill. They're essentially saying that I should have been more careful and attentive when reviewing the changes.
This is unacceptable. As a customer, I trust that Xfinity will act in good faith and provide accurate information. It's not my job to scrutinize every detail of their offers and contracts when they assuring me they're fixing the issue on their end. That's what we expect - to provide reliable service and support.

By blaming me, Xfinity is avoiding accountability for their own mistakes. This lack of transparency and honesty is appalling, and I demand a higher level of service from a company that claims to value its customers.

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XfinityMatthew

Official Employee

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228 Messages

You mentioned in a previous message that the agent promised to fix the payment. Was that during the text consent, and what exactly did the agent say he was going to do?

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

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