Visitor
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1 Message
Please Help
I called today at 10 AM Today with questions about my bill as the price had recently changed. I started by explaining how I was actually happy with my level of service-internet speed and channels. I was just wondering if there were any additional promotions that could be applied because I was not happy with the price increase. After over an hour on the phone with an agent, I repeatedly explicitly asked which channels would and would not be included in my new package. I was assured that the channels I was asking for would be included in the package. And due to promotions, my Internet speed would actually be going up for a total of $183 per month. I was happy with this price until I went to watch TV this evening and realized that many of the channels that I was assured we were included in my package explicitly were not available.
Upon realizing this less than 12 hours after my original phone call, I called back and asked questions as to why what I was told was not matching with the level of service I was receiving. I was told by the person who answered the phone and then her supervisor after escalating that there were no options besides paying even more money to be reverted to slower Internet than I originally had and many, but not all of the channels I was requesting. They acknowledged that the original agent may have misled me but there’s nothing they could do to correct the agents lies. I asked if I could just go back to the package. I had this morning at 10 AM before I called since we were happy with that level of service and at this point, I would just pay the $20 more per month than what I was told we were receiving as a discount and I was explicitly and repeatedly told that no they could not revert anything back to what we had and they could only sell me packages at a higher price.
This level of customer service is absurd, and if this can’t be resolved as soon as possible, I will be canceling service completely and moving onto to another company instead of dealing with this nonsense.
XfinitySeth
Official Employee
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1.1K Messages
2 hours ago
Good evening user_yfzqzb, and thanks for taking the time to share your recent experience while making package changes. Above all, it's never our intention to mislead or confuse you on any changes you're trying to make, and we always want to make sure you're getting the best rate possible for exactly what you need! If you were on an older style package we no longer offer, we may not be able to retroactively apply it back to the account, but if you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be glad to review the current packages and any additional options we have for you 👍
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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