gzbd's profile

Regular Visitor

 • 

4 Messages

Thu, Jul 14, 2022 9:26 PM

Agreed to 24-month contract, got 12-month contract instead!

Xfinity has attached an incorrect contract document to my account. I need help to have the correct contract document attached to my account.

After speaking with an Xfinity representative by telephone and agreeing to a 24-month contract, I was sent an email titled "Complete your recent request" that contained a URL for me to click on and load the contract agreement page.

That web page specified a 24-month contract period, and I verified this multiple times with the representative who remained on the line with me. However, the linked contract terms, which I viewed before checking that box in agreement, specified a "12-month term" contract. I asked the representative about this discrepancy and they assured me that I was agreeing to a 24-month contract.

After clicking that web page to agree to the new contract terms, I navigated to customer.xfinity.com/#/settings/account#legal-agreements-contract so that I could confirm the details of this new contract. Instead of a 24-month contract, the linked sales contract dated today is entitled "12 MONTH TERM CUSTOMER CONTRACT". But this is not the contract to which I agreed.

A separate email with subject "Thanks, here is your Xfinity order confirmation" shows:

Xfinity Residential Monthly Charges
Gigabit $price
Internet Gigabit | Download speeds up to 1200 Mbps; Upload speeds up to 35 Mbps
The offer is subject to the terms of your 12-month term contract.
$fee Early Termination Fee applies.
Gigabit Internet Cancelled
Minimum Term Contract Included
XM Discount Eligible Included
Gigabit Internet
Included
  Equipment & Services
xFi Complete $price
  $price/mo for 24 months, then regular rates apply

I don't want to have to cancel the incorrect contract and repeat the process, but I will do so if there's no other way to correct this error.

Accepted Solution

Official Employee

 • 

698 Messages

3 m ago

Hello @gzbd! Did the contract state pricing for months 12 - 24 after the contract? Some of our agreements are only 12 months but will lock in the promotional price for a full 24 months or say 2 years. If this is not the case could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Regular Visitor

 • 

4 Messages

Thank you @XfinityThomasC​ , P2P message sent.

Official Employee

 • 

698 Messages

We want to thank you, @gzbd, for reaching out on the Community Forum for support with your Internet plan contract. We are glad we were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!

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
forum icon

New to the Community?

Start Here