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user_2bfvzz
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10/07/2026 2:56 PM

Unable to retrieve accepted order or 60-month price-guarantee terms

On October 1, I accepted an offer over the phone for a $65 monthly Internet service charge with a 60-month price guarantee. My account now shows the $65 service charge, but I haven’t been able to get a copy of the complete order approval and promotional terms I accepted.

I called again on October 7. The representative resent the original approval link, but it still returns an error while I’m signed in. The emailed confirmation lists $110 plus estimated fees and doesn’t show the discounted price or 60-month guarantee. My account’s Order agreements section only has a document from September 2025.

Could Digital Care please help retrieve the accepted October 1 order and confirm the price guarantee’s start and end dates, discount conditions, and any excluded charges? I’m requesting the existing record, without creating a new order or changing my service.

I have the order confirmation number and can provide it privately once a staff member lets me know how to proceed.

Question

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Updated 

17 days ago

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EG

Expert

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122.4K Messages

17 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityAdrienne

Official Employee

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2.4K Messages

17 days ago

Hey there, @user_2bfvzz! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I completely understand where you are coming regarding ensuring the details of the new agreement that was completed on your account. I do appreciate you checking the areas on the online account for the details, and I would be more than happy to look into the details on our end. Can you please send us a DM to get started? 

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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