Visitor
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6 Messages
Corporate Escalation Needed: 8-Day Total Internet Outage Caused $400 Xfinity Mobile Bill Overages
>> Reposting for help as XfinityMelinda ghosted me <<
My residential internet was down for 8 days due to an Xfinity delay, including a no-show technician on September 6 and documented misinformation from a chat agent on September 7.
Because I rely on this connection for my job, I had to use cellular data, causing my Xfinity Mobile bill to surge from $22 to nearly $400.
I am requesting a full billing correction on my Xfinity Mobile account.
XfinityVictor
Official Employee
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2.6K Messages
23 days ago
Hello, I am happy to be of assistance. Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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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XfinityMatthew
Official Employee
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2.3K Messages
19 days ago
Hello @user_a4accd Thank you again for reaching out to our team here on Xfinity Forums. Happy to hear our Corporate Escalations team was able to resolve this for you. We're available 7 days a week for employee Xfinity Forums support between 6 am - 1 am ET should you have any other questions.
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user_a4accd
Visitor
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6 Messages
16 days ago
This has been successfully resolved, thank you Xfinity team!
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