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user_k2tvay
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09/27/2026 5:11 PM

5 yr lock customer service no help

I tried contacting customer service as I received an email about my “WiFi Plan price is changing, you can still lock in for 5 years.” Well they not only did the rep say it wasn’t available and she didn’t offer any other deal so I asked how I go about cancelling and after telling me to turn in my I equipment I replied back with what equipment as I am using my own and she had ended the chat before I got to reply. Like how does someone just cut you off like that when I was really trying to stay loyal to you guys. I am just wanting the advertised 1gig for $50 5 yr price lock. 

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8 hours ago

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XfinityChristy

Official Employee

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3.1K Messages

8 hours ago

 

user_k2tvay Hi there, and thanks for reaching out. I can definitely understand your frustration, especially after receiving an email about the offer and then not getting clear answers when you contacted us. I'd be happy to take a closer look at your account and review the promotion details and any offers currently available. Please send me a Direct Message with your full name and service address, and I'll be glad to help.
 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

 

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