Visitor
•
2 Messages
trying to escalate an issue - requested change to home plan and agents changed legacy TV plan without informing me
Overall happy with the 1 GB internet and Ultimate TV legacy plan but wanted to downgrade xfinity home plan to save some money - was told by multiple reps that I could downgrade to Shield Select and save money with no changes to my other services or equipment. Reps lied and told me nothing else would change - asked and was told multiple times by multiple reps regarding my TV and internet that everything but the security plan would remain unchanged/untouched. Was told I needed to be sent a camera and sensor for Shield Select but didn't need to even open the box since I had working and paid off xfinity equipment.
Then received texts asking for the return of unused equipment to avoid monthly charges. Called and was told they need my old router and that none of my existing equipment would function with Shield Select, told by another rep that isn't true, told the router has a motion sensor that has to be used, told that my keypad and touchscreen wouldn't work....and on and on. Finally was told all my equipment would definitely work just fine and to return the router (never ordered or told it was coming), camera and sensor to the xfinity store, which I did.
Then found out my TV plan was changed from Ultimate TV legacy plan and I had no idea - was never discussed at all.
Went to the store to return the camera, sensor and router that was "required" to be sent to me for the Shield Select plan, and over the weekend found out channels now required a subscription.
Went back to the store and was told the plan was definitely changed. Contacted customer support in store, they escalated, created a ticket and then 2 hours later, closed the ticket saying the request couldn't be approved.
Called back to customer service, told they could put me on a comparable TV plan (Premium) but would cost $30+ more per month than the plan I had been on for 5 years.
Again, never requested a TV plan change, so the fact that xfinity wants me to pay a higher price to get back what they took away without me wanting/requesting/needing seems beyond egregious.
I have now spent over 3.5 hours on the phone and 2 store visits to try to resolve a problem xfinity created and isn't helping to resolve.
XfinityDemitrius
Official Employee
•
3.1K Messages
11 days ago
Hey @user_ieze1f, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you sharing your experience and feedback. Regarding any changes towards the account, all changes must be approved through the customer approval process. If accepted, the changes will take place towards the account. Legacy/Grandfathered services cannot be restored once they have been removed from the account.
We would be more than happy to go over the current Xfinity account and services to see what options are available and eligible for the account. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.
1
0
user_si5q94
Visitor
•
5 Messages
9 days ago
Same thing is happening to me — seems like their EXECUTIVES need to hear all the feedback that their representatives are changing plans without consent which is FRAUD and bad business practices — Perhaps we need to all submit complaints to Federal levels and Consumer Protection Agencies.
0
0
user_8ztuap
Visitor
•
3 Messages
5 hours ago
Exact same thing. I am furious.
4
0