Visitor
•
6 Messages
The rep on the chat changed my plan without my authorization
Hello.
A few minutes ago I finished a chat with a representative where I was asking to check the connection as my plan included 400Mbps, but the actual speed was around 100Mbps.
To my surprise after the assistant "sent an update signal to my modem" I got an email saying the plan was changed to 500Mbps.
I didn't authorize this change, so please
1. cancel this order and resume my previous plan of 400Mbps
2. check your system to diagnose why I don't get full speed of my plan
My login: architection
Best
Adrian
XfinityBenny
Official Employee
•
1.2K Messages
1 month ago
@user_wepemu Thanks for adding a post. We're happy to check the account. You can be confident no changes happen to your account without a review of an order and approving it through text or email. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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