kheffington's profile

Gold Problem Solver

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1.6K Messages

Tue, Oct 26, 2021 10:01 PM

Closed

Problem with online plan change

On 10/21/2021, I went on line and changed my plan to one of the packages listed for existing customers. I changed to the Premier Triple Play package @ $145 a month which lists as Gigabit download speeds, Ultimate TV 185+ channels, Xfinity Voice Unlimited Select, Hitz, HBO max and showtime included. EPIX $5.99 with standard DVR service. This change was acknowledged in an email received from Xfinity.  1 Year term.

 It would not complete so I went to online chat with xfinity and was told that a TV box had to be shipped for the order to be accepted and to select a shipping option then complete.   I explained that I already had an X1 TV box and was an existing customer.  Told it didn’t make any difference as I would need the box to activate.

I selected the shipping method and it went thru.  An X1 box was shipped to me and received. It has not been installed or used.  It appears to be identical to the X1 DVR box I have already.  So obviously, never needed to activate anything.  

Today I received a text message on my cell phone stating: “We’ve updated your Xfinity bill to reflect all your services.  Please review and approve at (weblink)”.   Going there, I see Premium DVR service $10 month added, $5 charge month for one box, $9.95 month charge for a second box.  There are two set boxes listed,  one just shipped to me and not hooked up and the other one which is hooked up and in use for a couple years.

I also received a text message stating “Let’s activate your modem so you can begin enjoying the full Xfinity experience”.   Please note that I have my own approved modem that I have been using for phone and gigabit service for over a year and that no modem was requested nor was one shipped to me.

I spent about an hour and a half online chat with two areas of Xfinity support and could not get the issue resolved.  I will ship back the TV Box sent as it was never needed to begin with.  The online support could not explain why it was required to be shipped nor remove recurring monthly charges not agreed to by me for unneeded items.

Can you please help fix this mess?

Can you offer a 2 year term plan that includes what was in the online change?

Official Employee

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905 Messages

1 y ago

Hi there! We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there! 

kheffington

Gold Problem Solver

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1.6K Messages

1 y ago

I have replied with name and address to XfinitySupport in pm

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