Cola227's profile

Visitor

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2 Messages

Sun, Jan 9, 2022 4:48 PM

Closed

unable to view/change plan online

I need help!

 

I contacted CS in Oct to lower my bill.  For whatever reason, no one seems to be allowed to change or manage their plan online.  The rep said that there were upcoming specials for both new and existing customers and that I should wait and call back in a few weeks.  She went over my bill and said that I was in an old plan that no longer exists and I was definitely paying too much money.  She went over the various plans and said she could practically cut my bill in half, (currently paying around $300) while improving my internet, currently 400Mbps to 800 or even 1200.  Excited about the savings, I waited.  I called back and the gentleman I spoke with also said that I could save “big” but I had to call back as the specials weren’t available yet.  Finally, I call back and explained to the woman the several convos that I had about saving big bucks she said the specials were for new customers only.  I said that’s not what I was told twice.  She said let me look at your bill.  She went over my bill and >>>  she offered to eliminate ALL of my premium channels and save me $20 a month <<<  Are you kidding me?  Pissed, if it was only me I had to consider, I’d have cut the cord completely.  Right then and there, I’d have told her to cancel my account and not even bother sending me to the retention department.  BUT, I care for my elderly mother and she’d have no idea how to stream.  I did look into Verizon, for better internet, more channels and regular phone service, I can save over $100 a month but again, I don’t think my mother could find her channels.  If I can’t significantly lower my bill, she’ll have to figure it out.  Can you please help me?  Why is it that you don’t offer savings to existing customers?  My Xfinity bill is about $400 a month between cable, internet, phone and mobile.  I can’t sustain that.  

Official Employee

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397 Messages

7 m ago

Hi, @Cola227. Thank you so much for taking the time to bring your experience with this billing matter to our attention. It would be our pleasure to see what promotions we can find for your account. We definitely understand the importance of getting you the services you want/need at the best price possible so that both you and your mother can enjoy what we have to offer. With that said, could you please send our team a direct message with your full name and full address so that we can assist you further?

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Visitor

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2 Messages

6 m ago

Well, your customer service is terrible.  I want to review my options online and I like many people cannot do that.  SO, when do you think you will it fix the issue

Official Employee

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639 Messages

Hey there @Cola227! I am sorry for the issues you are experiencing with being able to make changes online yourself. At this time, we can forward your feedback for possible changes to the customer online experience. In the meantime, please send us a DM for help making any changes you would like. Thank you so much. 

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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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Visitor

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1 Message

Customers should be able to manage their accounts online like all other utilities or services. I believe this is a violation of sorts due to fcc and consumer laws.

Visitor

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1 Message

I agree and planning to cancel xfinity for this very reason.   Restricting current customer ability to manage their account online and requiring them to call and wait on hold for extended periods of time is imconvemient, unnecessary and poor customer service. 

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