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user_lykxk7
1st Topic

Visitor

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2 Messages

Tuesday, May 20th, 2025 6:06 PM

Horrible everything

I switched to Xfinity 2 1/2 months ago and have been on the phone with the support over 6 times for 1-5hours each call! Not to mention driving to the Xfinity store 4 times since we moved here. It seems the store can "sell" you a service but can't fix it when your bill comes incorrect. The worst part is everytime I call in to try and get the problems fixed, I'm re-explaining the whole situation and then getting promised they will fix it and it's not done! To makes things even worse, I've called in today just asking to please be connected to the manager and have been hung up on 2 times! Really.... this is how this company treats there customer... How disappointing!!!!!

Jessica Broderson 

Question

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Updated 

16 hours ago

19

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XfinitySara

Official Employee

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1.7K Messages

1 day ago

Hello, @user_lykxk7! Thank you for taking the time to visit our Xfinity Community Forum with your service and billing concerns. I'm sorry to hear about the trouble you've had so far with trying to get things addressed, and I'd love to see what our Digital Care Team can do to help! We're great to work with here because we are experts in all areas of your account, service(s), equipment, bill, and more. Could I have you just briefly summarize what your main concern is at this time?

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user_lykxk7

Visitor

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2 Messages

Yes my main concern is getting my billing corrected and receiving the Samsung 5G phone that was and still is part of a promotion. If I have high speed internet on auto pay then I'm eligible for the 5G Samsung phone. When we signed up for the internet we got the 609 mbs for $65 on March 3 and 2 unlimited mobile lines for $40 a month. On May 7th I called in again (about the 8th-9th time) to get my bill corrected on the phone when I was promised the 5G Samsung and we choose to downgrade the internet to 400 mbs for $30 a month. I'm now at the point that if these things can not be fixed then I'm just going to cancel all my accounts! 

Jessica Broderson 

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16 hours ago

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XfinitySara

Official Employee

 • 

1.7K Messages

@user_lykxk7 - Thanks for sharing! Let's take a closer look and see what can be done to help :) Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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16 hours ago

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