customer service support

Starting last Monday 2/24/25 I contacted Xfinity via chat to see if I could lower my new bill which was $337.00 to under 300.00. Where to begin, got one agent spoke with him/her was advised could get under $300.00. I agreed and we ended conversation. Imagine my surprise when I saw the bill, but also lost my Max, cancelled boxes along with my service protection plan which I have had since becoming a Comcast customer since April 1990. By the way, have never left Xfinity in 35 years this coming April. So I got on a chat again to explain everything & this time this person advised that he/she could reinstate Max & check about the bill amount. Nothing came of that, so chatting again with another agent on 2/28 and nothing there either. Well tried today as I was told and given a ticket number and the run around which I didnt know then. He advised a ticket number as he needed to transfer my info to video dept? He cant add Max back on, and could not advise why I had not received the email in the stated 24 hour period. If you are able to retrive my account you can get a better picture. Anyway finally a few hours ago I got someone who cared, and was able to add my Max but said couldnt add my service protection because Xfinity does not offer that anymore. I have had it since 4/90 so I should not have lost it in all this confusion. Anyway just to advise I have aways been treated very fairly with Comcast & this really has been terrible. I feel that the service agents are kind of sneaky with all their help. I am back to $328. for the bill but lost my insurance, and am so disappointed with Xfinity. Thanks for listening.

[Edit: Personal Identifiable Information]

Responses

XfinityMarcos

Official Employee

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2.3K Messages

2 months ago

Hi user_jy4c66, I appreciate you taking the time to visit our Forum, and for sharing such great detail in your post. 35+ years is a long time for any relationship, so thank you for making us part of your home all these years. It is true that we no longer offer the protection plan, so since that was removed, I won't be able to add that back. Anytime there are grandfathered services on an account, any change to remove them would make them ineligible to add back. I'm glad to hear you were able to get MAX added, and I'd love to have a chance to review your account to see if there are any promotional options. Were you looking to keep your services as is? Have there been any changes to your home that would need to adjust your service levels?

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user_jy4c66

2 Messages

@XfinityMarcos Good evening, that is too bad the service protection is gone. I wish the agent would have told me that, as I might well have reconsidered changing my plan. As far as I can see when I received the email including the plan, all seems to be the same, except service protection. I get a discount for the bundle & also autopay, and paperless statements. I had got a promotional discount which expired in Feb, and I called to maybe try to have that extended, but to no avail. My original new bill was going to be $337.00, and I had hoped to keep it under $300.00. My problem is all the advisers up to the 2 today said that the bill would be under $300.00. Maybe it is also my fault and I should have asked how that came to be, because when I received the new bill many things were cancelled. Well, I could have done that on my own to lower the bill. The agents were misleading and I am surprised by this. I kind of feel foolish as though something could be put over me. Anyway todays agent was good, and explained it all. Sadly I am sorry I contacted Xfinity on Monday to start all this. Thanks for replying, I will stay with Xfinity for now but I have to shop around in the future just for the fact I could not get any straight forward & honest customer service reps.

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2 months ago

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XfinityThomasB

Official Employee

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1.9K Messages

user_jy4c66 We truly appreciate the feedback and sharing this experience. I can assure you that our team is always here to ensure that you receive first-class support anytime you reach out to our teams for support. Our team is always happy to be your personal ambassadors for all things Xfinity. If there is ever any questions or concerns you might have in the future, we are here for you.

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2 months ago

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