jwz1970's profile

Frequent Visitor

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5 Messages

Tue, Dec 29, 2020 11:00 AM

Unlimited Data - is it even real?

Ok, so I've just tried to sign up with unlimited data (AGAIN), and it seems that:

 

- nobody is able to sign up for it on the web, going back months (if not longer)

- nobody has had any luck signing up for it via phone or chat

- they tell you not to PM employees

- they will, however, happily keep charging $10 / 50g for overages

 

Robo-replies aside, it's not clear that any employees are actually reading this.  And, just to clarify, I'm otherwise happy with Comcast.  But it's increasingly difficult to stay under the cap these days.  So I'm just wondering, for anyone else out there, have you successfully been able to sign up?  I realize if/when someone were to hypothetically get signed up, there would be no reason to come back to these forums.  But I mean..  it's not clear to me that ANYONE EVER has been able to sign up.  Which means, is it even really available?  Or is it false advertising?  I'm really starting to wonder about this.

Responses

Again

Expert

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25.8K Messages

6 m ago

@jwz1970 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.

Frequent Visitor

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5 Messages

6 m ago

Thank you @Again .  Can I ask however, what this means?  I see this reply on literally every post that mentions Unlimited Data (and there are many of them), but I never see any other replies.  I've been checking my Comcast email box and nothing.  I'm just not convinced this will lead anywhere, that anyone will ever contact me, or as I said in my original post, that anyone has in fact ever been able to successfully sign up for Unlimited Data.

I don't mean at all to sound contentious, it's a sincere question.  I would love to get this resolved.  Meanwhile, today I got an email that I'm starting to accrue overage fees.  The comic irony is that it points me to the usage meter which has the link for signing up for Unlimited Data.  As if I haven't tried that.

Anyway, please let me know what course of action I should take, or expect that someone from Comcast will be taking, and approximately what that timeline looks like -- that way I can manage my expectations.  Should I expect to wait a week?  Two?  A month?  If so, that's fine.  I just want to understand this process better.

If anyone else reading this HAS successfully signed up for unlimited data, could you please reply and let the rest of us know how you did so, and how long it took?  That would be greatly appreciated as well.  I see upwards of a dozen new posts asking about this almost daily.

Regular Visitor

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3 Messages

6 m ago

I'm one of those posts in the past few days and other than a reply from Again indicating that the matter would be escalated, I haven't heard anything.

 

In my case, I just want to be on unlimited for a short period of time (maybe three months or so - until in-person teaching starts up again in my area).  One option for me would be to sign up for the xfi gateway for $25 (which includes unlimited data).  So a savings of $5 vs. what I'm trying to do with my existing modem.  But for such a short period of time, that seems wasteful and I don't really want to go through the hassle of changing cable modems.  However, it appears that customers are able to sign up for this plan, get the xfi gateway, and never actually use it (i.e. keep using their old modem).  So maybe I'll do that and just return the unused modem to the local service center when my usage drops without having made any changes to my hardware setup.  This is obviously still an inconvenient and wasteful solution, but if it will get me around this customer service black hole, maybe that's the route I'll have to go.

Frequent Visitor

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5 Messages

6 m ago

That's actually not a bad plan.  I'm in the same boat, multiple kids in zoom meetings all day, meetings of my own, a house full of people watching Netflix, YouTube, etc..   But I too have my own router (multiple routers acutally) set up and really don't want to do anything to mess with it.  It's worth the extra $5 to me, to not have to touch anything.  However, yeah -- if you can just take possession of the gear and get the unlimited data without having to actually use it, then that's a great way to go.  As you said, wasteful in a way.  But maybe there's no other option.  If you do get that to work, and you happen to think of it, check back in and let me know!

I just feel like there's some borderline anti-consumer practices happening here.  They say that an unlimited plan is available, but I see no evidence that it is.  In fact, at this point, I won't believe it until/unless I see someone come back and say "hey! I got it.  took forever and was a huge hassle, but I have it".  Because otherwise it forces people down one of two paths, going xfi or paying overages.

Again

Expert

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25.8K Messages

6 m ago

@jwz1970 @Queequeg99 

Because of the holidays we are a little backed up with responses from our OE's, some of which are on vacation.  Believe me, they are working as hard as they can to catch up with everyone.  I am keeping an eye on this thread, and will either nudge an OE or escalate again.  Just be patient.  I do know it's hard when you're trying to get something done on a time limite.

Frequent Visitor

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5 Messages

5 m ago

Ok, so it has been one week.  Are you guys still backed up from the holidays?  Nothing in my inbox, nothing on this thread.  We're 25% into January and I'm at 335g.  That has me trending at 1298, already an overage charge.  This is month two of me trying to purchase the unlimited data option. 

I just scanned, and since my last post, there are at least half a dozen new posts about people asking how to add this, unable to actually do so.  Please let me know when you feel the holiday rush will be over -- perhaps I'm being unrealisitic in my expectation of one week as a reasonable wait time for customer service in 2020?

Or maybe I'm just not understanding what it takes to get this done.  It seems like it should be a 2 minute phone call.  There is a checkbox in a UI somewhere that customer service rep clicks.  "You'd like unlimited data?  Done."  A flag is set in a database row with my account info somewhere.  Billing now sees it and charges me appropriately, provisioning / throttling code can see it and not accrue overages, whatever.

Anyway, would love to get an update.  Thank you.

Official Employee

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375 Messages

5 m ago

@jwz1970 Thanks so much for taking the time to reach out to us regarding adding or unlimited data services. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your home and we want to do all that we can to assist. We always have offers and options, available for our current customers I would love to get you set up with an account review so that we can get this service added for you. Can you please reach out through private message (this link will supply instructions https://comca.st/2M3COTo) with your first and last name, name on the account if different, service address and account number? If you’re having trouble locating this information, you can also reference our world-class MyAccount app to view all of your account details by the simple touch of your fingertips! Please follow the process here to learn how to obtain that information: https://comca.st/3oZYGh3;

Frequent Visitor

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5 Messages

5 m ago

Hi.  I messaged you the information requested.  When can I expect to hear back?  I'm at over 90%, there's no way I don't go over this month -- I have a week of work meetings and kids with zoom meetings, so even if we do nothing else, there's no way I don't go over.  PLEASE help me get this upgrade.  I realize I'm out of luck for January, but at least if I get it by February 1, I can avoid the same thing next month.   P L E A S E..  thank you.

Official Employee

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2.5K Messages

5 m ago

Hi, jwz1970. We are so sorry for the delay! I have gone ahead and responded to your PM. Please get back to me there. Thanks!

Official Employee

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2.5K Messages

5 m ago

It was nice working with you, jwz1970. Feel free to reach back out in the future if you need any further assistance with your account. Take care. 🙂

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