Contributor
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68 Messages
Help with price increase
Apparently my promo period is about to expire, as I got an email saying "order confirmed" and showing the exact same Gigabit plan (plus unlimited data) that I currently have, but with a price of $127.07. For reference, I have been paying $70/month for the exact same service.
I did a chat and was told that I had a $30/month discount for being an Xfinity Mobile user, but that is expiring. Which only accounts for roughly half of the price increase. The agent I spoke with was not able to offer any decent plans so I am reaching out here to see what can be done. Ideally I would like to get close to my old pricing but might be interested in spending more to upgrade to the Gigabit Extra or whatever it is called, for the faster upload speeds.
EG
Expert
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110.1K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityTy
Official Employee
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376 Messages
1 year ago
Hello @JG5881! I will be happy to look into your billing concerns for you. I see that you have also sent a direct message. One moment and I will respond to you there shortly.
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EG
Expert
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110.1K Messages
1 year ago
@JG5881 @XfinityTy
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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JG5881
Contributor
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68 Messages
1 year ago
thanks for the help everyone, in discussion via message now and hoping for a good outcome.
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JG5881
Contributor
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68 Messages
1 year ago
So far having a very tough time. Different agents keep popping into the chat, giving me different prices for the same thing. At one point it was suggested that I go into the Xfinity app and use that to browse current pricing/promos that apply to me. I did so and found what seemed to be a better deal than what the agents were offering.
Checked with the agent and they suggested I sign up that way to see if it works, so I did. Got an email and everything which confirms my monthly pricing at the lower amount.
Double checking with the agent again, they say that no, in fact the plan I signed up for is significantly more expensive than what it showed me both on the signup page and the confirmation email. That the thing I saw was an offer only for new customers, despite me being fully logged in to the system (tried it both on the app and the web page) and clicking the option for "changing my plan" or however it is worded.
Despite all that, supposedly the system is too dumb to show me any plans which actually apply to me, and instead shows me promos for new customers that are not available. Yet the system is also smart enough to allow me to sign up at a stated lower price but behind the scenes it will charge me a lot more, and I'd have no way of knowing this cost until I get my bill (or chat with an agent I guess).
Does any of this make sense? I'm making a good faith effort to follow the rules given to me but it really feels like I'm getting the runaround here.
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