customer service

Ive been a customer of xfinity/comcast and whatever it's been called for I don't know how many years. Each year the service gets worse and worse. I cannot understand why chat and phone calls are routed to a foreign country. Yea the reps are nice to a certain extent, but Im starting to wonder if they get kickbacks for making customers pay more money. This is the 2nd time in 2 yrs that I have been screwed out of a package deal that I had because the customer service reps lie. YES LIE. Im on my last straw with this business due to their poor customer service and not having the ability to reinstate packages that your reps screw your customers out of. It's like they do it on purpose so they can get kudos or something. Xfinity you need to do better cause this is getting ridiculous.

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XfinityOrlandoM

Official Employee

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2.2K Messages

6 months ago

@user_d3lcgm

Thanks for reaching out to us. We do apologize for any inconvenience you have had. Generally when we make any package changes to your account we have to have you approve a consent order, which can be done by sending you a text or an e-mail which will have a link for you to click on for you to review the order. That consent we send to you will break down what you agreed to for your services and what the charges will be every month.

Also depending on the package you may have had prior to making the changes, or if you had a older grandfathered plan, your plan may have included options that our new simplified plans no longer include. https://www.xfinity.com/lp/ppc/upgrade-xfinity-internet-service

If you could give me a little more detail on the issue that happened with your package, I'll be more than happy to assist you to see if we can get everything resolved for you.

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user_d3lcgm

5 Messages

I had excepted a package for 183 a month in December 2024 then when I get my bill, it was 193 a month I called concerning the $10 increase on a package that I had accepted for the next year already. The representative told me there was nothing she could do about it except Give me an increase Of speed on my Internet. She told me nothing on my plan would change except that. When I scroll through the plan on my cell phone, I seen that everything was on the plan still so I accepted it not knowing that you had to scroll all the way to the right to see the two words canceled. I don't understand why you would tell me that nothing has changed except the speed on my Internet and then cancel my two add-ons? That's a change, correct? So in my eyes, that was a blatant lie, she Changed my plan. But with that said, every single representative states they can do better than the last, and it ends up, costing me more in the end. It's not fair that when a representative screws up that you can't go back to the plan that you previously had. I'm actually getting fed up with Xfinity and their plan changes and not being able to fix things. Been a customer too long to have this constantly happen.

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6 months ago

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XfinityKassie

Official Employee

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1.9K Messages

user_d3lcgm Thank you for the details. It sounds like this may have something to do with your Autopay discount? It's hard to say for sure without taking a closer look. We definitely don't want you to feel like your concerns aren't important. I'd be happy to look into what's going, and get you some answers today. Can you please send a Direct Message with your name, and service address?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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6 months ago

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user_akr5sd

Visitor

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2 Messages

Need to make a payment

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13 days ago

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XfinityKei

Official Employee

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1.7K Messages

@user_akr5sd Payment can be made by logging into our XFINITY App or using our website at https://www.xfinity.com/overview. You can also call in at 800XFINITY (800-934-6489) as well as visit any of our amazing stores.

Please let us know if you need more help.

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

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13 days ago

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