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user_apifkt
1st Topic

2 Messages

Monday, August 26th, 2024 7:04 PM

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Unable to add unlimited data

I have a 2000Mbps plan with my own (supported) modem. I got a notification of excess data usage, which is not unexpected. However, I am unable to add Unlimited Data to my account. When I follow the links to add it, it takes me to the process to modify my account/service. There is a notice that Unlimited Data costs $30 with customer owned modems. However, there is no point in the process where I can actually select that as an option to add to my account. There is a step where I have to select to use my own modem, but it does not include a link or step to add unlimited data at that point.

Question

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Updated 

9 months ago

19

1

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XfinityWilliam

Official Employee

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1.3K Messages

9 months ago

Hello user_apifkt. We always ask our customers to reach out to an Xfinity agent before making changes to their account. This is so they know exactly what they are ordering and the terms behind it. Were you able to get it added, or do you need further assistance?

 

2

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user_apifkt

2 Messages

I was not able to add it. The message I got from xfinity about my excess usage for this month directly led me to the account change process, which is where I ran into the problem. I do need assistance activating unlimited data on my account.

9 months ago

0

XfinityThomasD

Official Employee

 • 

1.3K Messages

Gotcha. We can help with that here. Please send our team a direct message with your full name and address.


To send a Direct Message:
 
Ensure you are logged in
• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
o As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
o An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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9 months ago

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