Visitor
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1 Message
Terrible Service
I moved to a new apartment and brought my old gateway with me. Then I started getting messages that I was being charged for an extra gateway. I reached out three times and said I have only ever had one gateway. I need to stop being charged for the ‘extra gateway.’ The last representative I reached out to I asked if I could switch to a cheaper plan. Instead, she kept offering me their promotional offers with phone lines, which I said I did not need. I asked for the basic internet. And then she still did not remove the old gateway! The staff would rather sell their new promotional offers than help their customers. I will be canceling my service and finding a new carrier.
XfinityJeff
Official Employee
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206 Messages
4 days ago
Good morning @user_lpy092, and thanks for posting to the community forums with your issue, I hope you are having a good weekend so far. I know how frustrating it is to get charged for something that you do not have, but you have reached the right team that can take a look at this issue for you. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" 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. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
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