Got email saying I'm nearing my data cap, but I'm supposed to have unlimited data in my plan.

Basically title. I recently signed up for X-Class X-Gig which states it includes unlimited data. But yesterday I received a warning email saying I was nearing my data cap and would be charged if I go over.

Is this some kind of mistake? How do I ensure I DO have unlimited data and won't be charged if I go over 1TB?

Screenshot of my current plan stating that unlimited data is included:

https://ptpimg.me/tp0zq2.png

Responses

Oldest First

Selected Oldest First

EG

Expert

•

114K Messages

5 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityWilliam

Official Employee

•

1.4K Messages

5 months ago

willryan042 Hey there. We can take a look at your data usage. Will you please send our team a direct message with your full name and full address?
~~~~
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

2

0

U

user_1e9980

Visitor

•

1 Message

I'm having the same issue. I've been assured that I was put on the new X-Class plan after much confusion with chat and phone reps. But I just received an email that I've hit 75% of my cap for the month, which is concerning.

Like

Reply

3 months ago

0

XfinityJeniece

Official Employee

•

3.5K Messages

Hey there, @user_1e9980, thanks for reaching out through Xfinity Forums. We would be happy to help you with your account today and ensure you have the right data plan on the account.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
- An "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.

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