Visitor
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1 Message
reduced bill?
Was chatting with xfinity about some troubleshooting problems....then was told.....while i have you on the line i see that your bill can be reduce with no changes by $17...i said EXACTLY the same for less? she said yes. So i agreed. A few hours later (11 pm) tv goes out. Then i find out the next morning that she eliminated the main box which is why is went out. I need to speak with retention.
EG
Expert
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115.5K Messages
3 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAirelle
Official Employee
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3K Messages
3 hours ago
Hey there. We can see why that would be upsetting, and you’re absolutely right to question it. If you were told the bill would be reduced with no changes, losing your main TV box afterward is not what you agreed to, and we get how frustrating that must have been, especially when it happened late at night.
What likely occurred is that a packaging or equipment change was made while adjusting the bill, and the main cable box was removed from the account. When that happens, TV service can drop immediately once the change processes, which lines up with what you experienced.
The good news is we don’t need to send you bouncing around to different departments to fix this. We can review exactly what was changed on the account, restore the correct equipment or package, and make sure your services are set up the way you intended. We can also review the pricing to see what options are available so you’re not paying more than you should be.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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