Visitor
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4 Messages
Moving and transfering service
I am moving from MA to PA and trying to get my service transferred. The website tries to force me to select a new plan and upon online chat/assistance they said they would take care of it. The online chat said that I had a discounted router which prevented me from doing in online and sends me an email link to approve the transfer. I click the link and read the details to find out it was for a new with a new 24 hour contract.
I reminded the that I simply wanted to transfer it (1 year remaining) but I was told because it was a different state so I would have to select a new plan. The new plan is more money and less channels than I am currently paying and would lock me into a longer contract. I asked if I would incur a cancellation fee in that case if they cannot honor my contract and was told I would have a cancellation fee. The agent retorted that I wouldn't have internet or tv after the year... implying that the 2 year contract was doing me a favor. I pushed back that I would explore my options at that time and the agent effectively disconnected and "hung up" on me.
XfinityRay
Official Employee
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2.7K Messages
3 years ago
Good afternoon, @user_5567db. Congratulations on your move! I know that is exciting and stressful at the same time. I apologize that you did not have a good experience when trying to transfer your services and would be happy to look further into this. There are times when moving between our markets that we are unable to transfer a current plan which may be the case. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• 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
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user_5567db
Visitor
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4 Messages
3 years ago
I have messaged Xfinity Support directly and am waiting a reply
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user_5567db
Visitor
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4 Messages
3 years ago
I am still not satisfied with the lack of solutions on this issue and being strong armed into renewing a lesser policy for more money or having to pay a cancellation fee because Comcast cannot honor my existing contract.
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user_5567db
Visitor
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4 Messages
2 years ago
And here I am back again, beyond furious of how Xfinity handles customer support. I ended up moving and going with Xfinity, signed a new 2 year contract. Moved with my equipment and dropped it off at the local store to pick up the equipment for my new account. The agent at the store was confused as to why I couldn't transfer my existing service. None the less I moved on.... or so I thought.
I recently received a bill charging me $120 early termination fee on my previous account. The whole issue I argued and should have avoided since I ended up signing a new 2 year contract at my current address. A termination fee for a service that Xfinity could not honor. A termination fee that I inquired about and was told would not be charged if I signed a 2 year contract when I moved. A termination fee that was automatically billed due to autopay. A termination fee that was forced on me despite using the proper channels of Xfinity's website to coordinate a move and was NEVER warned or told about when processing my order.
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