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user_r0jzcb
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Sunday, January 28th, 2024 9:28 AM

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Internet plan changed without permission

Signed up originally for the 1GB internet service only for $115 per month for the firsr year which included the rental fee for the . Checked my bill since my 1 year mark just passed and my internet speed has been changed to the 1200mbps speed, and my bill has gone up to $145 per month. I did not request or order an upgrade in service. So what I'm understanding here is that after your first year Xfinity can just change and add whatever they want onto your service without authorization and you just have to pay it? Would of been nice to at least get a notice, but I guess being sneaky and hoping I didn't catch on works too.

Question

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Updated 

1 year ago

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XfinityThomasB

Official Employee

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1.9K Messages

1 year ago

Howdy user_r0jzcb

Sorry for any confusion. So there can never be a change made to your services without your approval via text or email. These agreements are relayed to the Xfinity User so that they can review, approve and accept any promotional agreement before any setup. Our systems actually prevent any changes being made without your direct documented approval. Here is a great link where you can learn how to access previous agreements. 

 

https://www.xfinity.com/support/articles/my-account-find-contract

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user_r0jzcb

4 Messages

I found the legal section you recommended I check out. I only have two documents in there. Automatic payments terms and conditions,  and terms and conditions for stored payment methods. No other documents, and nothing related to my plan changing. 

And to add to the original complaint of being charged more for an unauthorized upgrade in service, I ran multiple speed tests on several different speed test sites including xfinity's own to see if I at least was getting the upgraded speed. At non-peak hours with no less than 5 tests on each site I averaged 900 mbps. Had this been the case with what I signed up for, this would of fallen into the acceptable range, but why am I being charged for the 1200mbps service when it only produces 900?

1 year ago

0

XfinityBenjaminM

Official Employee

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2K Messages

@user_r0jzcb Can you please send us a Direct Message with your full name and address so that we can take a closer look at your account? Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

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

1 year ago

0

user_r0jzcb

4 Messages

I'll give that a shot and see what they have to say.

1 year ago

0

XfinityChristy

Official Employee

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2K Messages

@user_r0jzcb I would be happy to review your account with you and see where things are at. To get started, please send us a Direct Message with your full name and address. Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

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

1 year ago

0

user_r0jzcb

4 Messages

1 year ago

Ended up speaking with a rep today about the issue. Tested internet speeds again to see if anything had changed as well as resetting the modem. No change to the 1200mbs speed I was being charged for and only receiving 900mbs on average.

The rep I had today through online chat was very speedy with his responses and took care of the issue in minutes which is a first for me with xfinity. He was able to switch me back to my 1000mbs plan and gave a promotional rate of $75 for 24 months before tax for the internet speed and equipment. Didn't really explain why there was the mistake in the first place, and didn't have to fight for the discount either. In fact didn't even have to ask. So at least the customer service is improving. 

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