S

Visitor

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2 Messages

Fri, May 14, 2021 7:20 PM

had unlimited data but now it's mysteriously vanished?

I added the $30/month unlimited data to my account last month and everything went perfectly fine. I went almost 1tb over the 1.2tb limit but the data usage meter showed everything in blue and I wasn't charged, so yay.

Today I got a Comcast text saying I've used 75% of my data for this month. Suddenly I can't see that I have unlimited anywhere in my account, the little blurb beneath the data usage meters doesn't mention anything about unlimited anymore...so it's just gone? I tried to re-add it, but every time I hit the url for it (https://www.xfinity.com/buy/plan/checkout/XFINUDAT) I get that temporarily unavailable message, "The product you’re interested in isn’t available for purchase at this time."

I haven't touched anything on my account since adding unlimited last month, I can't figure out if this is just some weird system glitch from Comcast or if it somehow forcibly expunged unlimited data from me and now won't let me re-add it...

Any thoughts would be super appreciated, thanks!

Responses

Official Employee

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338 Messages

1 m ago

Hello and Happy Sunday, ! I hope you’re having a great weekend! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

 

Going forward, I'm truly sorry to hear about the complications regarding the Unlimited Data portion on your account that was recently added! We definitely want to be sure that this feature is still applied to your account. So that I can take a closer look on the backend and provide all the information you need, please send us a private chat message by selecting the “chat” icon on the top right side of our page and then using our singular Xfinity Support handle (not an agent name) to get started. Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements.

 

Thanks again for both your time and patience!

Visitor

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2 Messages

1 m ago

I ended up calling the customer service number - the rep confirmed I'd had it, saw it was removed for some reason at some point, and was able to re-add unlimited for me. Bonus, he also found me a promotional offer that saved me a fair amount off my bill, so happy ending all around. Thanks for looking, I appreciate it. 

ComcastRob

Official Employee

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271 Messages

You're very welcome. If you need assistance in the future, we're available 24/7 to assist you. 

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