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user_expzag
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Thursday, March 20th, 2025 3:10 PM

Unable to get price quoted for internet service

I tried to sign up with Xfinity yesterday based on an offer of 1100 mbps service at $60.00/month.  I confirmed pricing with a chat representative and then went to store to look at phone trade-ins. after looking at the phones I tried to sign up but was told that the $60/mo price I was quoted had changed to $85/mo. [Edited: "Personal Information"]

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Updated 

3 months ago

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XfinitySara

Official Employee

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1.8K Messages

3 months ago

Hey there, @user_expzag! Thanks for taking the time to visit our Xfinity Community Forum with your promotional price concerns. You've come to a great place for help! Our Digital Care Team is amazing to work with because we'll always do whatever we can to review your options, helping in any way possible :) We've edited some personal information out of your post. Please keep in mind that this forum is public, so we ask you to be careful not to share personally identifiable details unless we prompt you to send us a direct (private) message. For now, we've taken care of this side, so no worries!

 

Have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way!

 

We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!

 

And if you still need assistance, our team remains here, and we can always double-check your options if you run into any trouble online.

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user_expzag

2 Messages

@XfinitySara​ I have tried to get the promotional price honored at 1) an Xfinity store, 2) online and 3) customer service.  No one at Xfinity has been able to help and they will not escalate the case to a supervisor.  As you can see from the above chat transcript, the offer was based on my correct address, and was supposed to be good through March 21.  However, everyone at Xfinity now says the cost of the service is $85/mo.  I am just trying to get Verizon to honor the promotion I was offered.

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3 months ago

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XfinitySara

Official Employee

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1.8K Messages

@user_expzag - Thank you for confirming! Let's take a closer look and see what all we have access to at this time, ok? Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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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3 months ago

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