Visitor
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2 Messages
customer service - Live Chat Agent Gave False Pricing Lock Info and Higher Bill Received.
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Reference Number: [EDITED: Personal Information.]
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DATE/TIME: 2025-09-10 11:27:32
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Hello, I have a copy of my live chat referenced above where the agent assured me more than once that both my internet and tv services would be price locked for 5 years, including related fees. My total monthly charge was not to change for 5 years. Now, xFinity has raised the tv services fees beginning with my upcoming bill.
How does xFinity handle a situation like this? I think xfinity should honor their agent's word. Thank you.
XfinityJeff
Official Employee
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617 Messages
21 days ago
Greetings @user_29c241, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the billing, I know having a bill increase is never something someone looks forward too, especially if you were told different. You have come to the right place for assistance with this issue. While it is true that we do have rates for internet that have a price lock that keeps the price for the internet plan at a specific price for either 1 or 5 years, with the TV plans those do not have a price lock, and are considered every day pricing. Anything under every day pricing is subject to change, including the broadcast TV fee, and regional sports fee. This information can be found in the Xfinity terms of service.
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