Wrong Information

I have been having issues for weeks. I upgraded my plan, was told it would cost 1.00 more than what I currently paid. False-it costs 15$ more, and did not come with the extenders. Every time I try to chat or call, customer service cannot help.

[Edited: All Caps]

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XfinityAlyssaA

Official Employee

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2.8K Messages

1 day ago

Good afternoon @user_rew6bl, and thank you for reaching out on our Community Forums regarding your concerns about your recent plan change. We appreciate you bringing this to our attention.

I see that you mentioned the monthly cost is higher than expected and that you believed WiFi extenders would be included, but they are not. To better understand your situation and provide the most accurate information, can you please confirm whether you signed up for Xfinity Pro?

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user_rew6bl

Visitor

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5 Messages

4 hours ago

Not much help. Still no extenders, and the wires from the outside box down the road into the house need to be redone. Was told to get back in touch if we still have issues. I’m tired of reaching out with no resolutions, and now ima have a service tech fee I’m sure.

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XfinityRay

Official Employee

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4.1K Messages

We are able to stay with you to ensure all of your concerns are resolved, @user_rew6bl. You would not be starting over explaining things to get this all turned around. Our direct messages are private and your information is secure there. If you are comfortable, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

How to Send Us a Direct Message:
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.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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4 hours ago

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Customer Service

user_rew6bl

Wrong Information

XfinityAlyssaA

user_rew6bl

XfinityRay

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