Visitor
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6 Messages
Unauthorized new plan after internet disconnected for no reason
My internet suddenly stopped worked right before a very important work call this morning. I went through all the troubleshooting on the Xfinity site and endured an attempt by the Xfinity employee via chat to pressure me into signing up for a new plan before he could put me on the waitlist for same day service. I said I would look at the plan but would like my internet restored first and then I would consider it. I took screenshots of our conversation. Then I got a call from Xfinity IT telling me that the reason for my my internet being down was due to local service men working on the lines somewhere near me. This seemed weird because I checked the Xfinity outage map and there were no outages in my area. The guy on the phone then said he would call me back after an hour an a half. After the phone call ended, I get an email saying I've signed up for a new plan. I never agreed to a new plan. And I still do not have my internet fixed. I did manage to make a service appointment during the initial chat conversation but who know if that is legitimate. I usually like to check my bank account and read over the terms before signing up for a new plan. But I never had a chance to do that because I do not have any internet. And I had to take PTO and missed a day of work and I will miss work tomorrow because the service appointment is not until the evening. I am not happy with Xfinity. I have been a long time customer.
user_t45urx
Visitor
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6 Messages
12 hours ago
I would also like to add that there are alot of complaints on the internet of experiences similar to my own. Why is Xfinity forcing people into plans they never agreed to? Why was my internet suddenly cut off? When I finally get my internet restored will I find out that I was charged for a plan I never agreed to? This is is so egregious. I work remotely and I have missed work for this. I have lost money because of this.
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user_t45urx
Visitor
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6 Messages
11 hours ago
It is so weird that right after I got off the phone with the Xfinity IT guy, I get an email telling me I've signed up for a new plan. I never agreed to a new plan! This Xfinity IT guy said that my internet being down was because of local servicemen in my neighborhood and that the internet would be back up soon, we never discussed a new plan. Its too much of a coincidence. And the Xfinity outage map showed there were no outages in my area. And I still do not have my internet fixed!
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user_t45urx
Visitor
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6 Messages
11 hours ago
I want a response from the Corporate Escalations Department or the Loyalty Team. I am requesting a Consent Audit. I want Xfinity to show me proof of a digital signature, text verification, or recorded verbal confirmation showing where I agreed to this new plan. Since it cannot be produced because I never authorized a new plan, I ask to immediately be reverted my account to my original grandfathered pricing and terms.
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user_t45urx
Visitor
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6 Messages
11 hours ago
I liked a complaint with the FCC. I want this rectified
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XfinityOrlandoM
Official Employee
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4K Messages
2 hours ago
@user_t45urx
Thanks for reaching out to us. I do apologize for any inconvenience you're experiencing with your internet. I'm glad you did get an appointment set up for a technician to come out.
This is not the type of experience we want our customers to have, as a customer myself I would not be happy if a change was made to my account without any consent approval completed on my side.
Let's take a deeper look at your account and get this all resolved for you!
Get started please send us a direct message including your first and last name and complete service address
Here are the detailed steps to direct message us:
How to: Direct messaging within the forum | Xfinity Community Forum
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