Visitor
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1 Message
Question about providing feedback to Xfinity
I tried to switch my service to a different plan so I called the Xfinity number. A simple task but the phone call took over 45 minutes because "things were moving slowly today". I wound up approving the deal through an email sent to me but, after saying I wanted the modem Xfinity uses sent to me, the system said I was going to be using my own modem. I clicked through accidentally so now I'm not sure if I'm going to be using my modem or if one is being sent to me or what. So I go to the website and look at "Existing Customer Deals/Customize Your Plan" to see if I can get some clarity about what is happening. That was a half hour ago and the page is still loading. Additionally, the customer service rep told me that I had a previous subscription to Peacock. I never signed up or consented to a subscription to Peacock so I don't know what the [Edited: "Language"] that is all about. Have I been paying for it this whole time? So I try to send feedback through a link I found in one of the forum discussions. THAT webpage didn't work. It feels like these "technical difficulties" are strategic to keep customers disempowered and unable to have a voice in what they're paying for. Seriously considering changing providers over this.
PS: No, I don't want Disney+.
XfinityCliff
Official Employee
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207 Messages
16 days ago
Hello @PhillyUser and thank you for reaching out on our Xfinity Community forums with your concerns. I'd be happy to assist you with your account, your existing order, and ensuring you have correct information. 😀
The easiest way to check on an existing order for changes of service is by looking in the Xfinity App. Open the app, log in with your Primary Xfinity ID, then click on the account icon. Look for orders or appointment's and support, and then you can view the status of shipping and install orders on the account, including details like whether or not your new order comes with a modem or not.
You can also review your billing statements via the app to see what you've previously been paying for, though I will let you know that some of our programming options include Peacock as part of the services. Customers with Gigabit internet, or Xumo streaming boxes, or longer term customers who qualify for Platinum or Diamond membership benefits get it included with their services in some cases. So it is possible you had it and didn't have to pay for it as an individual service.
If the options I've presented to you here for getting the answers you're looking for aren't sufficient, please let us know, and we can assist you further by taking a look at your account for you! We'd absolutely be able to help you obtain a clearer picture on your account and services! 💯
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