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Lee2096
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Tuesday, June 9th, 2026 1:40 AM

NOW TV added without consent

I have been using Xfinity internet plan, and I have suddenly been charged $20 more which states "NOW TV" service, which I have never heard of.

Please remove this from my plan immediately.

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4 hours ago

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XfinityThomasA

Official Employee

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3.8K Messages

3 months ago

Hello, Lee2096! I completely understand wanting a simple and straightforward way to manage your services, and I’m happy to walk you through this. You can cancel your NOW TV or NOW TV Latino service directly from your Xumo Stream Box in just a few steps:

From your device, navigate to the Home screen.
Scroll down and select Settings at the bottom.
Go to My Subscriptions to view your current subscriptions.
On the Manage Subscriptions page, choose Unsubscribe.
To confirm, select Unsubscribe again for NOW TV or NOW TV Latino with Peacock Premium.

Once completed, your subscription will end immediately.

Add or cancel NOW TV or NOW TV Latino from your Xumo Stream Box from Xfinity
If you run into any issues along the way or would like me to help further, I’m right here for you!

 

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user_zizpsz

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You do realize this was added without consent, address that part.

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2 months ago

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user_texxv5

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2 months ago

This just happened to me as well. I noticed it was added a year ago for 5$ and I never saw it. Its now 15$ more. I just saw my bill go up....

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XfinityThomasC

Official Employee

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3.6K Messages

Hello, @user_texxv5 have you been able to remove NOW TV following the same steps:

 

From your device, navigate to the Home screen.
Scroll down and select Settings at the bottom.
Go to My Subscriptions to view your current subscriptions.
On the Manage Subscriptions page, choose Unsubscribe.
To confirm, select Unsubscribe again for NOW TV or NOW TV Latino with Peacock Premium.

Once completed, your subscription will end immediately.

 

If a customer is on a Flex streaming TV Box or Xumo Stream Box, they can add NOW TV by saying “NOW TV” in the voice remote or click on the NOW TV tile. Is it possible the service was added by these means? 

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 as Best Answer.tick

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2 months ago

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VolitionG95

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5 hours ago

This also happened to me at the same time, and Xfinity is giving me an exceedingly hard time to try to recover this charge. I had to go through multiple bots, then finally when I reached out to a representative it's a long to chat to just get the charge removed and refunded as if I signed up for this service. I kept saying, I don't even know what it is so I have never used it. When the chat is finally concluded and a credit+ cancellation of this service is promised, I thought it was over. Nope. 

Instead I had to call back AGAIN this month and I am requesting a cancellation and a credit and they issue only one credit of $15, and I'm like how does $15 make me whole when I have been charged $30 now in total for this service? Then the chat representative is saying that customers have to consent for these services so the charges are legitimate. So, I stopped the chat immediately and called to speak to a representative, and after "consulting and negotiating with the billing department" they are coming back to me with the same offer. 

I told them that maybe I am the only person who is seeing how being charged $15 two months in a row and then being issued a $15 credit cannot and could not make me whole. Now, I am being asked to wait for the "support department" to review to see if what happened with my previous chat last month makes me eligible for an additional credit. 

I truly hate dealing with Xfinity, and every day I keep waiting for the moment that I move so I can go back to AT&T fiber and live in peace, harmony and good quality of service.

(edited)

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XfinityJustinC

Official Employee

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2.5K Messages

Hello, @VolitionG95 thank you for taking time to reply to this post. I completely understand wanting to get the service removed, and look at getting credits for the full 2 months if this wasn't a service being requested. 

From experience, I've seen that when placing orders for service with an agent an order recap is typically needed to be reviewed and boxes selected before an order can be processed. There is access to review your order history when logged into your account, if you wanted to locate the work order that added the NOW TV service: https://www.xfinity.com/support/articles/my-account-find-contract

I'd definitely like to help with the concern regarding the billing, as well as confirm the NOW TV service has indeed been removed. When you have time to answer these questions will be helpful:

- Was a ticket opened for the additional credit? (if so just reply yes/no, don't add ticket number)
- Did you do an order review when the NOW TV service was removed? 

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 as Best Answer.tick

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5 hours ago

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VolitionG95

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@XfinityJustinC​ 

I think the part that makes all of this the most irritating is that Xfinity's billing page has been having serious performance issues the entire time I have been trying to deal with this issue. I always receive a message like: Just a moment. This is taking a bit longer than expected, but we're on it.

I have never had an issue with any other Xfinity page besides this one, which makes all of this feel even more intentional. Why is it so hard for me to view my billing statement and order history? It takes over 2 minutes just for a single page to load. Every single time. (I am a former Apple support technician, so I have done troubleshooting for this website issue on multiple browsers and devices and it is consistent).

Yes, I did an order review when the service was removed in my 1st contact with a chat representative. 

I was told that there is no need for a ticket since the conversation is recorded under the original chat with my chat representative. I was told to expect an email about this to my email address associated with the account, but since I was the one who initiated confirmation of the correct email, I genuinely believe it was a lie to just get me off of the phone but we shall see in the coming days.

This is the only change I have in my legal documents on Jul 1:

Last updated and agreed to on Jul 1, 2025

Comcast EcoBill Terms of Service 1. You have chosen to no longer receive a Comcast billing statement by mail. By consenting to receive online bill statements only, you will receive the following categories of documents and information in electronic format only: (a) your monthly bill statement, and (b) all other notifications, disclosures and other information that Comcast is required by law to provide or make available to our subscribers in writing and which we distribute to our subscribers receiving paper delivery of their monthly bill statements by inclusion in a bill statement mailing. If you wish to obtain a paper copy of any such document or information, the paper copy will be mailed to you upon request at no cost. To request a paper copy of any such document or information, you may contact us 1-800-COMCAST or via www.comcast.com. 2. You have the right to withdraw your consent at any time by choosing to resume paper delivery of your monthly bill statement. To elect to resume paper delivery of your monthly bill statement, please visit our Web site at www.comcast.com. After you successfully sign in, please navigate to where you may manage your statement delivery preferences, follow the instructions provided, and save your changes. 3. In order to ensure that we are able to provide you with important notices and other information, you must update us with any change in your email address. To update the email address on your account, please visit our Web site at www.comcast.com. After you successfully sign in, please navigate to where you may change email address, follow the instructions provided, and save your changes. If you fail to update your email address and we receive a response that our email was undeliverable, the email containing: (a) your monthly bill statement, and (b) all other notifications, disclosures and other information that Comcast is required by law to provide or make available to our consumer subscribers in writing will be deemed to have been received by you on the date the email was sent. 4. Comcast's hardware and software requirements for access to, and retention of, the information being provided to you in electronic form are outlined below. You must have access to a computer with an operating system among the types listed that is able to connect to the Internet using one of the browsers indicated. Your browser also must support 128-bit encryption. If it does not meet the requirements, your browser will instruct you on how to upgrade. All of your electronic bill statements and other required information provided to you in electronic form with your monthly electronic bill statement can be printed or saved electronically to your computer for your records. In order to print a copy of your electronic bill statement or any document linked to your electronic bill statement, you must have one of the following operating systems and Internet browsers: Windows XP or higher or Mac OS X 10.4 or higher, Internet Explorer 6 or higher, Firefox 3.0 or higher or Safari 3.0 or higher, and a working printer that is compatible with, and properly connected to, your particular computer. If you use spam filters for your emails, please add Comcast Customer Care at comcast_com@comcast.net to your approved senders list. 5. If we make a change in the hardware or software requirements listed above, and that change creates a material risk that you will no longer be able to access or retain the records described in Section 1 above, we will provide you with an explanation of the revised hardware or software requirements necessary for your access and retention of such records, and will ask you to confirm your consent to receipt of such records in electronic format only. You will have the right to withdraw your consent at that time by electing to resume paper delivery of your monthly bill statement in accordance with the procedures described in Section 2 above. By providing your consent, you are confirming to Comcast that you are able to access all of the documents, records, and information described in Section 1 in electronic form.

What I think happened is that when I signed up for service (despite explicitly asking my representative NOT to do it) they signed me up for one of those 12 month promotional period items. But the fact that I reached out immediately for it to be removed makes it clear that it was an unintentional renewal for a service I never used and did not want.

I think this is the part of Xfinity tech support that annoys me the most- is how merged tech support feels with sales right now. I JUST want internet, I shouldn't have to field sales offers for a new phone, and it feels so dystopian to have to field offers about a 15% discount on an iPad every time I try to call about this billing issue like what?

If I had this automatic renewal issue for a service a representative placed on my account upon startup with a hidden promotional period and terrible website service at any other major company (e.g., Walmart, Amazon, AT&T, Target, etc.) I wouldn't have had this issue. I would have gotten my money back the same day. I probably would have gotten an additional credit as a form of restitution. It would have been a short and simple process. I wouldn't be sitting here complaining on a forum - something I have actually never done in my adulthood to this extent over an *ESSENTIAL* service like broadband access.

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4 hours ago

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XfinityEmilyB

Official Employee

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3.1K Messages

 

VolitionG95 I'd like to take a closer look at your account and continue helping. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
How to Send Us a Direct Message: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon. 
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it. 

 

(edited)

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 as Best Answer.tick

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4 hours ago

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