R

Friday, January 10th, 2025 9:34 PM

I would like help changing the package of channels I get. Why can't I please talk to someone?

Hello, Xfinity sent me an email saying that I am no longer able to get the NESN channel unless I pay for a more expensive channel package. I have been on hold for an hour trying to get help. They sent me to send a chat, and the team member told me I was violating their policies by chatting with them. Can I please just talk to someone?  Why are you increasing my bill by $40 every month? Why is customer service so bad?

Expert

 • 

2.1K Messages

6 days ago

Moved to Customer Service

Official Employee

 • 

1.4K Messages

6 days ago

Hey @robert_s11, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent changes to the Regional Sports Networks in your region. Some channels such as the New England Sports Network (NESN) have moved to a different Xfinity Video channel tier.

 

We would be more than happy to go over the account details and see review package information to see how it may be possible to get the network back and others. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help. Hope to hear from you soon.

4 Messages

@XfinityDemitrius​ I did as you asked. I got no response to my message.

4 Messages

How can I talk to a person who can help me? This customer service interaction is terrible.

Official Employee

 • 

1.4K Messages

Hey @robert_s11 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out. I would be more than happy to offer my assistance looking into this further for you. 

To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" 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

 

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

4 Messages

I did this! No one responds! I got a text message to get help over SMS. I explained the problem and the person dropped.

Expert

 • 

31.1K Messages

@robert_s11​ 

Are you sending the DM to Xfinity Support?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
forum icon

New to the Community?

Start Here