Visitor
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2 Messages
Terrible customer experience
I have been an Xfinity customer for 5+ years. I recently changed addresses and picked a new plan when I did. I signed for 1gig of unlimited data for $50 per month at my new residence.
I did the equipment change, they delivered my new equipment. I set it up myself because their service team no showed the appointment that they set. Regardless, Xfinity was already set up in the unit so service was up fine.
A month after being set up, Xfinity cancelled my service, knocking me offline in the middle of a workday. I had to cancel all my meetings. I went through 3 levels of support in which they told me they could see the plan I signed up for, but they did not fulfill it on their end, and ultimately asked me to return to more expensive $70 plan for the same service.
I understand errors happen, but as a provider making your customer the culpable party for your own mistake is an awful thing to do. Taking my business elsewhere even if it means spending more at this point.
Again
Expert
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35.1K Messages
18 hours ago
@user_wkk2vt
That offer is for new customers only and you aren't a new customer. Always read the fine print! Did you see something that might have said, "Restrictions Apply"?
I don't think they should have cut you off in the middle of a work day, though. They could have gotten in touch with you to explain the circumstance and told you they were moving you to the higher price.
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XfinityMarcus
Official Employee
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2.5K Messages
1 hour ago
I completely understand why you’ve reached this point, and I’m sorry for how this experience has unfolded. You selected the 1 Gig unlimited plan at $50 when you moved, received and installed the new equipment, and had working service, only to have that service unexpectedly canceled a month later in the middle of your workday. Having that disruption impact your meetings was frustrating enough, but then being told the original plan was visible while the resolution offered was essentially the same service at a higher price would understandably make this feel even worse.
I also understand that this isn’t simply about the $20 difference. Your concern is that you agreed to one offer, the service was established, and then you were left dealing with the consequences when something went wrong afterward. After more than five years as a customer, I can see why that would seriously affect your trust in us.
I don’t want to dismiss what happened or just ask you to accept the higher price. Since we have you here, I’d like to make sure we take a closer look at the account and the original offer to determine what options are available based on what occurred.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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