Worst experience

I had one of the worst experiences I’ve ever had with an internet provider.

My monthly internet bill was originally $24.90, but without any notice by mail, email, or app notification, it suddenly increased to $94.90. I paid that amount for three months before realizing it.

When I contacted customer service, they first insisted that I had been notified. After I explained that I had received no mail, email, or app notification, they finally apologized. It was frustrating to be told I had been notified when I clearly had not.

They also added a device charge, even though I only exchanged my modem because Xfinity told me the upgrade was free. I returned the old modem exactly as instructed.

What made this even worse was seeing that new customers could get internet for around $40 per month, with even faster gigabit speeds, while I was paying more than twice that amount for a slower plan simply because I was an existing customer.

Canceling my service was another terrible experience. I spent over an hour being transferred between multiple phone representatives and chat agents, and instead of processing my cancellation, each person tried to sell me another promotion. The offered price kept changing, making it impossible to trust anything I was being told.

One representative even offered to lower my bill by about $20 if I added a mobile phone line. I asked whether the price would quietly increase again after the promotion ended. The representative said they would notify me in advance. I replied that this was exactly what had already happened to me—I had never been notified before my bill increased.

Even after canceling, I was charged another $58.18.

Overall, this experience felt misleading, frustrating, and unnecessarily difficult. Existing customers should not be treated worse than new customers, and billing changes should be communicated clearly. Based on my experience, I cannot recommend Xfinity.