New Poster
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5 Messages
Comcast/Xfinity and Paramount Plus
So, for many months Xfinity customers have been noting that their bills clearly show "Paramount+" as part of the bundle of services
that includes MAX, SHowtime, MGM+ Attaching our bill to this message. A look at the description on the bill for the $40 per month package
shows "Paramount+" as a separate item, though followed by WITH Showtime. Yet as the numerous comments on this issue show, it appears that no
one has gotten a clear answer as to why Paramount+ is described by Xfinity customer reps (we spent an entire day on the phone) as a separate item that
needs to be purchased separately.
I'm sure there are attorneys somewhere among Xfinity customers who have been as enraged as others have been by this, as by appearances this seems like
a case of misleading information based on bill descriptions. There is, meanwhile, no way to log in/access Paramount+ via provider since Xfinity, as noted by
numerous frustrated individuals noted, is not on the provider list.
UPDATE: When we initially began to complain to Comcast/Xfinity about this -- on a previous day during which we also spent hours on the phone,
Comcast/Xfinity put us through the usual back and forth, and finally sent a technician to our house because, as the Comcast rep stated, our signal
was low. Of course, there was no way that the Paramount+ issue had anything to do with equipment, so that was a wasted visit by the technician.
The next day, we were on the phone again, with a Comcast rep (seemingly in the Philippines) who ran us through another round of useless back and
forth.
During this episode, we were switched to a technical issues rep who ran us through yet another hour of back and forth and assigned a case number.
Finally, we received a call from a supervisory level Comcast rep, again seemingly in the Philippines. And here is where it got interesting -- this person
acknowledged that Comcast was at fault for having confusing and unclear information regarding the Paramount+ matter, and
also acknowledged that many customers had complained and that Comcast staff had notified Comcast higher levels that the situation was causing problems.
It appears that Comcast has not pubicly stated this, as this rep did so directly to us.
End of story: we told this last Comcast rep that one way Comcast could make things right would be to provide us with a $59.99 credit that
we could use to subscribe to Paramount+ And that is indeed how the issue was resolved. But everyone should note that you have to ask for this
specifically, otherwise Comcast reps will just issue apologetic statements over the phone. Also, as many others who have been frustrated and spend
hours on the phone have noted, it is entirely unclear that when Comcast states "Paramount+ With Showtime" that they actually mean the Paramount
channel (827 for us) and not access to Paramount+ streaming.
mudly
New Poster
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4 Messages
3 months ago
This is exactly what has been occurring for me. We had Paramount Plus streaming partnered with xfinity. They pointed me to the website. Now on the partner page it doesn't show xfinity...paramountplus.com/partner/
I wouldn't mind so much if support just looked at the full history of my purchases and showed it to me en masse so I could see what is happening, but I continue to get one-line responses wrapped in paragraphs of saccharine corp-speak.
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Parnabus
1 Message
1 month ago
Thanks for this info. I’ve been so frustrated by this that I’m about to cut the chord. Also is that your actual bill? I’m paying nearly 4 times for almost the same bundle only it doesn’t include MAX, which I pay another $18 or so for.
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user_62h98y
1 Message
8 days ago
I also spent two hours on the CHAT with 7 reps. Many said they understood and will fix it, but then passed me on to another. DId get this # 800-934-6489 for a "dedicated Team" (no explanation). THat person said she was in "advanced" support. SHe eventually found that xfinity had an old code in their system for my account that was from our original SHOWTIME package. SO, been paying for 8-9 months with no access. Her advice was to Cancel my Paramount+ with Showtime service. Then, go back in and repurchase it. She got me one month of my fee back, but said any more would need to vcaom from some other group (BIlling?). Will try that today.
CHAT TRANSCRIPT 1/21/25:
How can I help with your bill?
Just so you know, your bill will have a new look to keep all TV program-related fees included in the total price for your video plan.
9:37 pm
Why can't we see Yellowstone if we pay $12 forParamount+ with SHOWTIME?
9:37 pm
I can help you with your question about Showtime. I can see that Showtime is part of your plan.
Please select what you need assistance with.
Why can't I see Paramount+?
You may not be able to see Paramount+ on your Xumo streaming TV Box or Flex streaming TV Box if you have a Flex Xi5 device, as the app is not compatible with it. However, there is a swap app available on Xi5 devices that allows you to upgrade to a compatible streaming TV Box. For X1 TV Boxes, the app may not be compatible with RNG150, Pace Xi3, Samsung XG2v2, and Arris and Pace XG1v1 TV Boxes. In such cases, you can exchange your ineligible TV Box on X1 by choosing the Paramount+ app tile.
For more details see: https://www.xfinity.com/support/articles/paramount-plus-app Was this response helpful?
No
Thanks for your feedback. Let's try that again. Can you select an option from below?
Live Agent
OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.
What are you looking for help with?
Billing & payments
How can I help you with your bill?
Chat with an agent
No problem. I'll put you in touch with a live agent now.
Live chat started.
Ms joined the chat.
Hi [Edited: "Personal Information"], thank you for contacting Xfinity. My name is Ms. I see you may have questions about your bill. Is that correct?
Why can't we see Yellowstone if we pay $12 forParamount+ with SHOWTIME?
Sure, please be assured, I can understand your concern, I will surely go ahead and help you on your concern. However, I just wanted to give you a quick heads-up that our chat will automatically close if there’s no activity for about 2 minutes. To make sure we don’t lose our connection, let’s try to stay responsive. I’m here to assist with anything you need, so feel free to reach out at any time!"
Why can't we see Yellowstone if we pay $12 forParamount+ with SHOWTIME?
Let me check this for you.
Please allow me a few minutes while I am looking into this for you.
Why can't we see Yellowstone if we pay $12 forParamount+ with SHOWTIME?
I am checking please stay connected.
I am...
Thank you!!
9:45 pm
Ready for more.
Thank you for your motion.
Why is it so hard to check my account?
Could you please confirm that are you referring to this account[Edited: "Personal Information"]?
YES
Is there an issue with accessing it?
Thank you for confirming the details.
I am pull up your details, please stay connected.
Could you please confirm that is there any error you are getting while using it ?
Ready. YOur website and my XFINITY box say I must pay for Yellowstone which in included with Paramount+. Not an error message.
Noted
Please stay connected if you unable to see it so let me go ahead and pull up it for you.
Pull up what? I thought you already did that.
I am adding the yellowstone with your services, so that you will not able to face any such an issue.
It has added in your plan however if it is not showing you so we need to again it for you.
ALl Paramount+ shows must be acessible, not just Yellowstone. Thanks
No issue, if you are facing all these issue so regarding it we do have a dedicated cable team, so please stay connected, let me go ahead and connect you to our team, please stay connected.
You are being transferred. Please hold...
Ms left the chat.
Priyanka joined the chat.
A wonderful day! Thank you for choosing Xfinity, my name is Priyanka and I am your Xfinity ambassador for today. It will be a great pleasure to assist you.
Please review my chat. It was a waste of time. Still don't know why I am Paying for Paramount+ and can't view Yellowstone, etc.
Please escalate this issue if you need help.
I apologize for the inconvenience. Let me help you right away with your issue.
You can't see Yellowstone if you pay $12 for Paramount+ with SHOWTIME because the SHOWTIME and SHOWTIME Anytime apps have been shut down.
I am usiing my home XFINITY box.
Thank you
My bill shows I pay for: "Paramount+ with SHOWTIME
$12.00".
Thank you
No need to worry; I will help you get it resolved.
I am working on it
It seems we are not making progress. Not worried. It's been a long time. I am pretty sick and can't sit here all night.
I am really sorry for this.
In order to get this issue resolved we will have to escalate your concern to our advanced repair team.Shall I procced?
Of course!
Rest you do not need to worry as our back end team will work on your concern from there end and get it fixed within next 30 minutes and once the issue will get resolved our team will get back to you via text and confirm the same with you.
Please help me with best contact number?
[Edited: "Personal Information"]
Thank you so much
I have escalated the concern. I will ensure that our team completes the task promptly. We aim to provide the best service to our customers and avoid any inconvenience for them.
I want a direct line to reach whoever should fix it. Thanks
Are we waiting for something?
Are you still on?
Hi [Edited: "Personal Information"], welcome back. This is Max,
Why can't we access Yellowstone if we pay $12 for Paramount+ with SHOWTIME? Was this your main concern?
I can't access anything on Paramount+.
I am performing the check from my end.
OKAY
You are being transferred. Please hold...
Max left the chat.
Ankita joined the chat.
Hi [Edited: "Personal Information"], welcome back. This is Ankita, please give me a few moments to review the conversation so we can pick up right where you left off.
I really regret that you have been facing this issue for so long and no one was able to help you, Now you are connected with me I will assure you that I will help you with resolving the same concern and Just to confirm may I know If your concern is regarding Home services?
You are the 4th person. You didn't read the nmessages? Last person said it would go to a group that would fix it and text me. Paramount+ will not allow me in.
As I have checked above regarding SHOWTIME and Paramount+ related concern, I apologize for the inconvenience you are experiencing. We have a dedicated team that can assist you with your TV issues. I would like to inform you that we have a dedicated team for Xfinity TV -related concerns,Rest assured they will surely look into it and fix it for you.
You are being transferred. Please hold...
Ankita left the chat.
Scarlet joined the chat.
Really ridiculous. You are the 5th or 6th person. Last Three said it would be resolved and got off the chat.
Hi [Edited: "Personal Information"], welcome back. This is Komal, please give me a few moments to review the conversation so we can pick up right where you left off.
10:33 pm
I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.
Just to confirm, you have a concern regarding the application.
So, you are the 6th or 7th person. What "application"? Does COMCAST have no one that can read my bill and fix access to Paramount+ that I pay for every month.
I apologize for that. I understand your point, as you are paying for the services and they are still not working. No worries; I will review the previous chat and assist you with this issue.
Deborah, could you please let me know the error you are encountering while watching your favorite show?
I can't watch anything on Paramount+, only Showtime. Your box and any streaming services says I must subscribe. Please give me a number for executive offices support.
Thank you for confirming, in this case you can try to login with your Xfinity ID and password into Paramount+ showtime.
Please check if that work
It does not and has not for months. It only accesses material on Showtime.
"YELLOWSTONE. Ep14Life Is a Promise
As the Duttons and the Yellowstone cowboys lay John to rest, the fate of the ranch is revealed.
Included with Paramount Network, Available to Buy, Aired 12/15/24"
Oh I see, thank you for letting me know
[Edited: "Personal Information"], I have checked, and it appears that you have Showtime and Paramount Plus added with us. It should be working. Have you contacted the Showtime and Paramount Plus team?
Are you serious? I have written the same thing for at least 90 minutes to 6-7 chat people. No one has thought to connect the correct "team". You clearly did not read my messages above.
I completely got your point. No worries let me help you with the same
Please allow me another moment
I appreciate for your time and patience with me. I am almost done
That's what everyone else kept saying. Give me a number for the COMCAST Executive Offices.
I completely understand. No worries; you are connected with the right agent and the right department.
I will check and fix it for you.
Really? That's what evryone has said. Give me the number for COMCAST Executive Offices customer relations.
10:53 pm
Yes, you can also contact the dedicated team at 1-800-934-6489.
will this work for you?
Komal left the chat.
Agent lost connection. Please wait while we attempt to reconnect you.
SO. you don't know how to fix it?
What is the number for?
We could not reconnect with your current agent. Looking for additional help.
Ajaykiran joined the chat.
Hi [Edited: "Personal Information"], welcome back. This is Ajaykiran, please give me a few moments to review the conversation so we can pick up right where you left off.
[Edited: "Personal Information"], are you experiencing issues with Paramount+?
Live chat ended.
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Thank you for taking the time to let us know what you think! We appreciate your feedback.
Xfinity Assistant is a virtual assistant, and some responses may be AI generated. To help improve and personalize your experience, your chat may be monitored and recorded. By starting this chat, you agree to the recording and collection of your information. See our Privacy Policy for more details.
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