change in bill

I am the power of attorney for my father who is elderly and disabled in an assisted living facility and suddenly his bill for wifi increased by $25 this month. When I called customer service I was told that it is because his Netflix account is streamed on Xfinity wifi and they are paying the Netflix cost and billing me for it. But he's still getting billed for Netflix as he always has on his credit card so what has changed and why is he paying twice for Netflix?

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XfinityBenny

Official Employee

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1.5K Messages

6 hours ago

@user_814dqe Thanks for adding a post to the community. Also for taking care of things on behalf of your dad. If he's being billed through Netflix directly, you can cancel either sub. He can always log in anywhere with the preferred profile to enjoy his content. If you decide to stop the billing through us, use this https://www.xfinity.com/yoursubscriptions link to log in and remove it. If you haven't yet, you can take a moment to be the manager on this account with the steps here https://www.xfinity.com/support/articles/primary-and-secondary-accounts. It will grant you the same permission he has to get help and make any changes on his behalf. Let us know if you have any questions.

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user_814dqe

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2 Messages

Thanks for this information however I tried to manage subscriptions in the account using the link and I keep getting an error message. I tried to start a chat and again I get an error message. I never signed up for Netflix and I am the only one who can log in to the account as I set up the account and pay the bill.

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6 hours ago

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XfinityBenny

Official Employee

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1.5K Messages

@user_814dqe Oh wow, thanks for letting us know and trying to remove it online. Make sure you're the manager on the account, if you are and still having trouble, we can assist. Send us a direct message with your full name, his full name, and the complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• 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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5 hours ago

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Customer Service

user_814dqe

change in bill

XfinityBenny

user_814dqe

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