2 Messages
Disappointing experience trying to modify services
I had an incredibly disappointing experience with xfinity customer support via chat this past Saturday.
Our bill is currently at $420 a MONTH with the highest tier internet, xfinity voice and tv/cable service. Our circumstances have changed and I simply do not utilize xfinity voice and only need a base tier internet speed now. I initiated a chat with xfinity to modify these services. I wanted my TV package to remain as is, downgrade our 1.3 gig internet service to the base level, and cancel xfinity voice (we have NEVER used it). Pretty simple request. The chat agent kept trying to sell me MORE services ("who do you have cell service with? We have a bundle for that") instead of actually addressing what I wanted done. Eventually, he comes back with some convoluted NEW bundle that brought my bill to $395 which is ridiculous. He tried to tell me that with my current "deal" that even if I downgraded my existing internet speed and cancelled xfinity voice altogether my bill would be HIGHER than $420 a month. I couldn't accept that answer as i'm sure anyone on this forum will see that it sounds ridiculous. I asked him "So there is nothing you can do to help?" and his response was for me to call Customer Retention. He gave me some phone number in chat but it was lost. As an aside, it seems like according to him I am being charged for 6 tv boxes and we have 5, so that needs to be addressed as well. Can someone please help me with this or point me to Customer Retention? This entire experience makes me want to completely move from xfinity to Verizon.
XfinityWilliam
Official Employee
•
1.3K Messages
3 months ago
Hi there! I'm really sorry to hear about your frustrating experience with Xfinity customer support. Let's see how we can make things right for you. 😊
First, thank you for being a loyal Xfinity customer. We truly value your business and want to ensure you get the best possible service.
I understand that your bill is currently $420 a month, and you want to downgrade your internet speed and cancel Xfinity Voice while keeping your TV package as is. It sounds like a straightforward request, and I'm here to help you with that.
To address your concerns:
Internet Speed: We can certainly downgrade your internet speed to a base level that suits your needs.
Xfinity Voice: Since you don't use this service, we can cancel it for you.
TV Boxes: We'll make sure you're only charged for the number of TV boxes you actually have.
Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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