4 Messages
Xfinity Assistant scam
This afternoon I received a text message from “Xfinity Assistant” stating the following:
“Hi, it's Xfinity Assistant. You now have faster upload speeds, but it looks like a technician will need to make your home at (my address removed) compatible to receive them. Schedule a free appointment to unlock faster upload speeds.
1-Yes, let's schedule
2-No, not right now
Text help or stop
Msg&DataRatesMayApply”
My initial reaction was that this was some kind of text message scam, so I decided to contact Comcast Xfinity to inquire about the message. I signed into the website and used the chat option, and after some frustration, eventually got to a live agent. I stated that I had received the text copied above and was inquiring about its legitimacy. The agent stated that yes, I did qualify for an internet upgrade from 400mps to 800mps at no charge, and asked if he could text me a link to acknowledge the agreement. I said yes, and received the link via text and clicked it. It sent me to the Xfinity website, but there was no action on the page to accept an agreement. At this point I decided to call Xfinity instead, reached an agent and was told there was no such promotion available to me for free. I walked her thru the events stated above, asking why did I receive an unsolicited text stating faster speeds, and was then subsequently told by the chat agent that I did qualify? The agent said, “let me put you on hold and look into this.” When she returned, she said, yes, I did qualify, but it was 1-penny more than what I was currently paying. I said OK, let’s do it. The agent sent a text link to my mobile phone, and this time it did take me to an agreement. However, as I reviewed the details of the agreement, which included my current charges, and the new charges, the difference was around $4.00 higher, rather than the 1-cent she indicated it would be. At this point, I said no thanks.
Comcast Xfinity initiated the series of events, beginning with a text message, falsely stating that I would need some kind of appointment to benefit and subsequently wasted my time regarding a free promotion (stated by the first live chat agent) that wasn’t free at all. While my initial reaction was that this was some sort of scam, the agent acknowledged they sent the text and subsequently sent me down a rat-hole attempting to charge me for something they stated was free. Why are you scamming customers?
EG
Expert
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110K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRyanE
Official Employee
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1.1K Messages
1 year ago
Hello @user_pb5rvy, thanks for reaching out to share your expiernece and express your concerns. These are not the experiences we wish for our customers to have, and our team is here to help however we can.
To get started, please use the chat icon in the upper right to enter Direct Messaging. Type "Xfinity Support" in the to line, then select "Xfinity Support" from the drop-down list and send us a message with your full name and full address.
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user_4w9n5c
1 Message
1 year ago
Thank you so much for this post! The same thing happened to me. I received a text and I felt it was a scam. I hate that we are experiencing so much confusion as paid customers but the community is stronger. Thank you again.
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Deejames22
New Poster
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3 Messages
11 months ago
I've been getting the same emails and texts. Thanks for sharing. I experienced a similar rabbit hole event, but the agent I finally talked to didn't know about said promotion and said he could send a technician if I was having problems. I didn't bother with that. What a waist of our time!
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