Regular Visitor
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2 Messages
Internet only question
I am having a bit of a situation. My wife died at the begining of the week and she is the primary on the account. Our agreement ended about a month or so ago and I called looking to switch to a no contract internet only plan while I sort out funeral and hospital bills among other things fully intending to switch to a better plan once life isn't so hectic from my wife's passing. Before I called, I made sure to verify all plan options in my area on the current pricing list below.
Services & Pricing Effective October 26, 2020 1-800-xfinity | xfinity.com
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Sacramento
Citrus Heights, El Dorado County, Elk Grove, Folsom, McClellan AFB, Placerville, Rancho Cordova, Roseville, Sacramento, Davis
and Yolo County
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XFINITY INTERNET1,9
Performance Starter+ $50.00
Performance Select $55.00
Performance Pro+ $70.00
Blast! Pro+ $80.00
Extreme Pro+ $90.00
Gigabit3 $100.00
Gigabit Pro3,11 $299.95
Internet/Voice Equipment Rental $14.00
Gigabit Pro Cable Modem/Router $19.95
Unreturned or Damaged Equipment Fees7 (per piece, per occurrence)
Replacement
Cost
Gigabit Pro Activation Fee (per occurrence)
Up to
$500.00
(CAL-023)
While the idea of $50 a month for only 25mbps wasn't appealing, I was willing to accept this knowing I would in a few weeks switch back to a more palitable speed. Upon calling customer support and letting them know about my situation and request they transfered me to the retention department. I informed the gentleman my desires and asked not to be sold anything as this wasn't an appropriate time. He proceeded to attempt to sell me the $70 plan saying it was the cheapest non-contract plan. I asked for the performance starter+ plan and he once again attempted to sell me a higher price plan and tried to explain how for only $5 more I would receive speeds of....
I asked for a supervisor and after a brief hold I was offered a $55 plan for the Serformance Select at 100mbps and told that Xfinity did not have a Performance Starter+ plan available for me in my area. She then proceeded to explain that my old plan which I already knew was no longer available was no longer available. I again asked for the lowest price plan and was again told it did not exist and that if I saw a price list of available ala cart pricing I would have to go online to get said pricing and she would not offer it.
My question is this. First why is your cheapest plan so expensive when all your competitors are so much less expensive? Second is why, even though it is more expensive, if someone asks specifically for the plan that the first agent could in fact see and tried to sell me a better and faster plan does the supervisor not see and tell me does not exist?
Responses
Again
Expert
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25.5K Messages
7 m ago
@timo3
I am so very sorry about your wife's passing. Prayers and blessings to you.
Personally, I would say, don't worry about this at this time; you have more than enough to deal with right now. There are a couple of things to ask here. You say she was the primary account holder. Does that mean that the bills were in her name? Had she made you an authorized person on the account, meaning that you could make changes to the account and discuss those changes with Comcast? If the answers to those questions are Yes and No then there isn't anything you can do with making changes at this time.
In order to make any changes [on the "No" part] you will have to show a copy of her death certificate in order to transfer the account into your name or disconnect the service entirely. So, depending on how long it will take to get her death certificate, you might not be able to do anything anyway.
I understand you want to have information in your pocket for when you are able to make changes, but it sounds as though you weren't looking at offers available to the account and the CSR may not have been, either.
Now, if you ARE allowed to make changes to the account, at some point in the future you're going to want to transfer the account into your name, at which time you will still need the death certificate. When you're looking for pricing on internet only make sure you're signed in to your account to look for offers. A rate card isn't going to give you offers like what you're looking for. What you're seeing in what you posted is every day pricing without any promotion, and a current customer can usually get some kind of a discount, especially if bundled with something else or with a contract. The rate card, effective 10/20/20, is just showing the new pricing in your area.
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timo3
Regular Visitor
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2 Messages
7 m ago
Thank you for your responce and I am indeed authorized to make changes. Current wait time for death certificates, thanks to Covid and government DOH employees at minimal staffing, is currently 3-5 weeks making dealing with monitary matters in her name a pain.
As a current customer who is out of contract, I was attempting to lower the bill which raised from the contract price of $120 monthly after tax to $220 monthly after tax. I do not watch TV and see no point in having a bundled service for internet only. From my viewpoint, a person who has either no service at all or no contract and is looking for the non-contract pricing should both be able to get current rates in the area as listed on the most recent rate card. I listed the 10/20/2020 card instead of the April card because it was more relivant to the billing going forward.
Absolute cheapest Xfinity internet is 25 mbps non-contract plan for me is $50 internet fee + $14 modem fee + $6.09 in Regulatory Cost Recovery, Public, Educ & Govt Fee and Franchise Fee + $4.91 Local Utility User Tax and + $1.23 in sales tax all comes out to $76.20. This would be begrudgingly tolerable until I have the time to sort out things properly however I am not looking to be sold services at this time.
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Again
Expert
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25.5K Messages
7 m ago
@timo3 The taxes will definitely get you in the end. Let me suggest that when you are able to afford it you purchase your own modem and router which will drop the rental fee. It's not much, but eventually it pays for the cost of the modem/router.
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ComcastAmira
Official Employee
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2.3K Messages
7 m ago
Hello @timo3, I am truly saddened to hear about your wife's passing, my deepest sympathies, and condolences to you and your family. I am sorry for the complications you have experienced thus far working with us. I want to do everything possible to make this process of repackaging your services easy and seamless. I will be sure to assist you with whatever your needs are, and make sure you're getting the best possible deal for our amazing service!
Can you please send me a Private Message including your first and last name as it appears on the account?
To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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