2 Messages
Employee removed our grandfathered packaged without telling us. Bill now higher with less services and no help from Xfinity.
We have been Comcast/Xfinity customers for over 20 years and now we are planning on leaving for all services.
We had a package that included everything we wanted (HBO Max, Showtime, Internet, cable w/sports, and landline phone). When I called to add a streaming service, the customer service rep said we would
save quite a bit removing the landline phone, so we did.
Now a few months later our bill has gone up almost $50, we no longer have a landline phone, AND we no longer receive HBO Max or Showtime.
ADDITIONALLY, the Disney+ Espn Hulu package never worked properly. After nearly 2 hours on the phone & troubleshooting, we never actually had use of ESPN+.
We also were somehow being billed for AD Hulu & Disney & NON-AD Hulu & Disney.
The customer rep today said there were no current packages to get us anywhere near all our all our previous services at the same bill.
Even though this was 100% the doing of a Comcast/Xfinity rep, they will not offer us any resolution OR get a package that is comparable for around the same price.
It's a shame they have so little interest in keeping a 20+ year customer but with no assistance on a resolution, we will be leaving Xfinity.
XfinityThomasC
Official Employee
•
2.5K Messages
2 years ago
Hello, @mattar1 Could you please send our team a direct message with your full name and full address? To send a direct message:
(edited)
2
0
user_vs29pf
1 Message
2 years ago
I just read your post. My elderly mother ( 89yrs old) has been an xfinity customer since way before it was Comcast/ xfinity. She had a package called triple play select for YEARS ! It included high speed internet ( needed for security cameras so we can watch her & the house), landline which we signed up for for a better priced package & 186 channels. Her bills are ALWAYS paid on time. We went to visit her & suddenly all the channels she’s used to watching were blocked it stated “ a subscription is required for this channel!”! EVERY SINGLE ONE!! Only the advertiser channels & a few terrible local channels were available! Then I suddenly realized the landline( her ONLY phone) was not working either. So I called - it took forever to speak to a live agent!! Please Xfinity STOP INSULTING YOUR CUSTOMERS’ INTELLIGENCE BY HAVING THAT ANNOYING COMPUTER VOICE PRETEND SHE IS TYPING!!! MY GOD!! It’s bad enough you can’t get by that computer unless you pick an option you don’t want but to have to listen to that ridiculous fake typing is beyond disgusting!! So for 2 hours until after midnight I attempted to remedy the problem with multiple customer “service” agents!! & then 3 more hours today!! Main concern is my mother has no telephone access AT ALL!! A HIUGE LIFE THREATENING situation! She is alone & cannot even access 911!! Someone in this company allowed her phone to be ported out WITHOUT HER OR OUR PERMISSION OR CONSENT to Xfinity mobile!! She does not even have a mobile phone!!! & because this person in this company did that she can no longer have the package we signed her up for!! It was “ grandfathered” but because a change was made BY TAKING HER LANDLINE AWAY BY SOMEONE IN XFINITY SHE CAN NO LONGER HAVE THAT PACKGE UNLESS SHE PAYS $40 PER MONTH!!!!!! THIS IS BEYOND UNFAIR!! I wasted so much time last night & today with her still having no telephone access ( takes “3-4 business days” ( that’s strange since they can shut it off in a hot minute!!) & now having to pay $40 more a month because of XFINITY’s error ( or is it purposeful to force your customers out of their less expensive grandfathered packages) I am DISGUSTED & FURIOUS!! If anything happens to my mother while she has no phone access because of XFINITY’s doing, Xfinity will be held liable. This is no way to run a business, no way to treat loyal customers who ALWAYS. pay their bills on time!! I am distraught with worry & sick to my stomach about this & I am furious she has to suddenly pay $40 more dollars through NO FAULT OF HER OWN!! This needs to be rectified!!!
1
0
user_c8dria
1 Message
2 years ago
The same happened to me after I asked if there was a way to lower my bill. I was told that my package would only change by taking out some premium channels and the land line that I really did not use anymore. I asked the agent it's not going to effect my other channels . I was assured that it would not happen but my bill would be 60 dollars cheaper. The next day . A lot of my channels that I asked about were gone. Along with Netflix. Lo g story short and 2 agents later I will pay 5 dollars more for almost the same package no with no voice. No way to get my original package back.
1
0
user_vlr7pw
2 Messages
2 years ago
The same issue just happened to us. We've been a customer for years. We did not ask for a change and someone on the support side did this without authorization. This is 100% illegal.
3
user_4r6pkp
1 Message
1 year ago
I’m going through the same exact thing. They are now charging me for 3 boxes and I’ve only had 2 boxes for 20 years. My mother is 90 and I care for her. This is so odd that we are going through the same thing. No offers to get me back to something I can afford. Now they have deactivated my box to watch tv and they can’t seem to get anything right now. Seems like an internal issue.
1
0
user_eph67y
1 Message
1 year ago
Same thing happened to me a few days ago.
my bill went up $10 and I called to have it lowered, she said she would only remove the sports package and that we wouldn’t lose any of our most watched channels, the next day all of our channels were gone. I called that morning and the man told me that she changed our grandfathered package and what it would be an extra $40 to get our channels back.
this is ridiculous and we’re seriously considering going elsewhere for tv service
1
0
user_247dt9
4 Messages
1 year ago
Same thing to me. Although I am 30 years with them and have two home accounts. We mean nothing to them. They called today to offer me a promotion to get all my services back at a lower price that anyone could get if signing up for. Somehow it took them 4 days to find that said deal that's been there the whole time. I said what about the 4 days of frustration, loss of DVR shows, the fraud your representative did by removing services without my permission. Anyone could have that deal. You aren't going to do anything in addition to show your understand? We went from 285 channels to 10, lost our phone, slowed our internet and that is ok? You support your employee lying to me when I asked why I can't see all the services on the agreement before clicking agree as he told me they only show the platform not individual services and channels? This is ok? Customer retention? You fail at this.
(They said they won't listen to the recording because they employ people all over the world and wouldn't know how to retrieve it or where to even look). I told them if that's all I meant to them forget it. Be careful when calling 1800-xfinity. [Edited: "Inflammatory"]. [Edited: "Solicitation"].
(edited)
4
0