customer service told me I had to sign up for Xfinity Cable or I'd loose my internet

My internet went down and I called to find out if the problem was that it was down or I needed to get a new router. The customer service person told me that I needed to sign up for Xfinity TV in order to keep my internet. When I hung up (I work remotely) I texted our IT person to see if there was another internet option in my area, and he told me it was baloney. Then I realized when I opened my Xfinity internet and phone account there was a contract for 2 or 3 years. It happened over a month ago, but I didn't know where to go to report what happened. While I understand customer service calls including being told of the advantage of adding other Xfinity services, I want to make sure Xfinity knows that at least one customer service person is threatening customers with a lack of internet if they don't add another Xfinity product. Saw this forum and thought it might be a good place to post this.

Responses

XfinityBenny

Official Employee

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790 Messages

1 year ago

@user_20wlz2 We can look into it, and forward the experience so we improve. There are benefits from adding more services like multi product discounts, but you can totally have Xfinity Internet without Xfinity TV successfully. Send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat 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

Let me know if you have any questions.

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user_20wlz2

2 Messages

I went on the site and could never find the "Direct Message" icon. Tried the "help search" and which was useless. I wanted to alert Xfinity that this had happened and why an employee might feel comfortable trying to force me to add Xfinity cable by telling me I would lose my internet in two weeks if I didn't because how would anyone find out. Especially given how difficult it is to contact Xfinity about a problem. I spent A LOT of time trying to figure out how to do so before I finally decided to post on the group site.. I was ticked off and checked other internet alternatives and talked to my office IT person who told me it was baloney I think remembered I have a contract with Xfinity for my phone and internet. I'm concerned others ... especially older customers like me ... might not take the time to really think about it and have someone they can confirm with.

1 year ago

0

XfinityKrista

Official Employee

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1.5K Messages

Hello @user_20wlz2, thank you for taking the time to reach out on social media. Do you see this icon in the top right corner? If so, clicking on that will allow you to message us :)

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

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

1 year ago

0

XfinityKrista

Official Employee

•

1.5K Messages

Hello @user_20wlz2, thank you for taking the time to reach out on social media. Do you see this icon in the top right corner? If so, clicking on that will allow you to message us :)

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

1 year ago

0