U

Friday, September 13th, 2024 4:50 PM

Closed

I did not want to change my plan

Hello. I saw that my bill increased, and wanted to understand my plan. When I went to "view my plan" it took me through the entire checkout process for a new plan. This site is incredibly difficult to navigate, so I think I started a new plan. 

I did not want to do this. I would like to keep my service the same as it has been. I tried to use the xfinity assistant to understand what was going on but it was horrible. I am incredibly annoyed at this company and am considering switching to another service. There is no way to contact a real human being to help you understand this incredibly confusing website. 

I just want to keep my service the same. Please put me in contact with a real human being who can help me with this. 

Official Employee

 • 

909 Messages

10 months ago

@user_mg6p0p    Hello and good afternoon. Thanks for posting your experience and thinking of us to assist. We appreciate it and are a great community to rely on. Hope you're having a great start to your weekend, do you have any fun plans lined up? It is almost fall weather, and that is the best time for yard work and activities. It's my favorite time of year. I see you have questions on viewing your plan and recent changes. We know how important that is, and understand it is valuable to be able to check at a glance. I use the Xfinity app to manage everything for the account, and service. It allows me to verify what I need or change any settings, easily and anytime. I love the Xfinity app, it grants me the power of everything at my fingertips. It is also the best way to check the status of your service, and the recent changes. Using the Xfinity app or the portal for your My Account online, will allow you to view up to 12 months of online statements. There you will see any updates, and changes. It is important to review them each month, as they come with awesome tips, rewards, and informational details. Such as upcoming price changes, and promotions expiring. Going through the sales process you went through can be fun, but customers can just back out and click on their profile to exit the order process. You can check for orders, or any agreements that were added too. That will allow you to verify if there are any plan changes made. I found the steps for you here https://www.xfinity.com/support/articles/my-account-find-contract. The guide shows what to do and how, making it effortless to check anytime you need. If you feel the plan was changed, you can skip the statements and review the agreements. That will show you all the history for your promotions and orders. If there is nothing there, you can then check the statements for the changes you wanted to find originally :). Thanks for posting and sharing your feedback, as well using the self service account options. We try to make it an amazing resource, and appreciate the details to improve the experience. 

3 Messages

Hi - thanks for the help. 

I am trying to understand if I must return my equipment - I already have an xfinity router at home and do not want to return it. I want my service to continue uninterrupted. I can't find any information anywhere about this with my new contract. 

3 Messages

I think I just need someone in customer service to look at my account and let me know what I am supposed to do. I have no idea how to undo the new contract and just continue my service as it was. 

Official Employee

 • 

2.1K Messages

I'll be more then happy to look further into if you have to return your modom, @user_mg6p0p I'll be more than happy to assist you with disconnecting your services. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   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
forum icon

New to the Community?

Start Here