U

Monday, April 1st, 2024 3:03 PM

Discussed Changes with Customer Service Rep Were Not Made!

I contacted support a month ago to discuss getting put back under a 2 year contract in order to retain the previous bill amount I had before the plan expired. The customer service rep I talked to said everything was taken care of and that my plan was updated to reflect the contract and correct payment account.

Come to find when my bill was due, this was not the case. There seems to be no record of this occurring, even though the chat took place through the Xfinity web chat. I need someone to help me correct my plan to have a contract.

Additional note, I HAVE tried to update my plan via the online portal, but a contract option does not seem to be available unless I add additional services to my plan. I do not need or want additional services, I want the same internet plan I have, just under a contract.

Accepted Solution

Official Employee

 • 

1K Messages

21 days ago

u/user_5d3puy Thank you again for take some time of your morning to speak with us! We are very happy that we were able to locate a promotion that works perfectly for you and lowers your bill at the same time. If there is anything we can do for you going forward, please don't hesitate to reach out as needed. Take care! 

2 Messages

Thank you for your help!

Official Employee

 • 

1K Messages

21 days ago

@user_5d3puy Hello! Thank you for reaching out to us here on our Community Forum. We can certainly take a look at your account and see what we can do for you. Please send us a Direct Message with your full name and address so that we can assist you with this. Here are instructions on how to send us a DM in case you need them:

 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

forum icon

New to the Community?

Start Here