Procedure to making changes to your account

I keep reading these nightmare stories of customers losing channels from reps not disclosing these changes or making mistakes.

I need to be making changes in the near future. It use to be that an email was sent spelling out exactly what your were getting and you had a certain

amount of time to agree to the change on the email-not verbally agreeing to the rep that is helping you. Has this changed?

Responses

XfinityKrista

Official Employee

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1.5K Messages

1 year ago

Hello @tbill1, thank you for taking the time to reach out on social media. I understand your concern with the channels, and I'd like to help in any way I can.

If you'd like you can click on this https://www.xfinity.com/learn/channel-lineup link, add your address and click on the button that says you're moving there. It will show you all the channel options, instead of just your own.

If you're ready to make changes, I'm happy to help.

To access your account, will you please send us a direct 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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tbill1

Contributor

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672 Messages

1 year ago

HI,

If you really want to help, you could answer the question I asked :)

Again, whoever I deal with, will I get a confirming email and will it only become official

if I agree to the email-not the rep?

(edited)

7

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XfinityKrista

Official Employee

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1.5K Messages

Great question! We'll do our best to make sure you are fully informed, and have the opportunity to view the different channel lineups before any changes are finalized. We'll ask if you have any channels you don't want to lose, and make sure those channels are still part of your package when we propose changes. We want to make sure you are fully informed and comfortable with the way your account is set up. Do you have any questions?

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

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

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tbill1

Contributor

•

672 Messages

If you want to make sure everyone is informed, why do I keep reading these stories of customers

NOT being informed and changes that can't be reversed- even if the rep made the mistake? Are you saying that

everyone who has complained actually got the email? And you still haven't answered what confirms the changes.

Is it the email or a verbal response to the rep?

1 year ago

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XfinityKrista

Official Employee

•

1.5K Messages

Excellent questions! Customers can check the channel lineup and what is included in each here https://www.xfinity.com/learn/channel-lineup.

You will need to log out of your Xfinity account and enter your service address to view channel bundle options.

While the confirmation emails do not show the channels in the lineup, when changes are made you will receive a confirmation email of the changes within 24 hours. Please be aware that the changes can take up to 72 hours to reflect online.

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

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tbill1

Contributor

•

672 Messages

It sounds like the email is only sent after the changes are made. Since you still didn't answer my question

as to how the changes are initially confirmed, that implies that it is now verbal. And it also implies the rep

could do whatever they want to change your account- as some customers have claimed. I'm on a so-called

Grandfathered plan. How am I protected if I tell the rep to make change A and change B is made? Then told "sorry,

but we can't give you back what you just had unless you pay more money"

(edited)

1 year ago

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XfinityChristy

Official Employee

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2K Messages

@tbill1 When you are ready to make a change to your account an approval link will be sent to you to review the changes and estimated monthly billing amount. The Channel lineup is not part of the link, but the name of the channel lineup will be listed. That lineup is available to be reviewed anytime online. The lineup is never in stone as network agreements expire and can change. We do our best to inform our customers of any changes in advance on our statements as well as when logging into the app. Please let me know if you have any other questions or concerns.

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

Customer Service

tbill1

Procedure to making changes to your account

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