Visitor
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1 Message
Still no XB10 after three calls—plan changed without consent
After three phone calls your reps cancelled my Gig X2, moved me to legacy 2 Gig, promised an XB10, and I’m still on an XB8. The contradictory information has wasted hours of my time.
What I need now
Straight answer: Does ZIP 60053 even qualify for an XB10, and what exact tier is required?
Explain and correct the unauthorized plan change—why was my service altered when the new plan doesn't even qualify for XB10?
Clear path forward:
• If I already qualify, when will the XB100 be shipped or will pro install be required?
• If XB10 requires an X-Class symmetric upgrade, why were the changes to my account not related to that plan.
I’m posting publicly because private calls solved nothing.
Thanks
EG
Expert
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111.6K Messages
8 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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XfinityThomasB
Official Employee
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2.1K Messages
8 hours ago
Sk7909 To provide specific details, we would need to authenticate your account using your personal information. To do this, we would handle that in private to protect your information. To dig further on the specifics, if you can please send our team a direct message with your full name and full address. Our team can most definitely take a further look at this issue.
To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.
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