Hi,
Xfinity automatically updated my plan and put me on a contract, to my surprise. I had nothing to do with it.
I've been an Xfinity customer since 1994. Many, many years ago, I stopped signing up for contracts, and have been simply paying for my TV/internet service on a monthly basis. My current, and correct bill shows I have X1 Preferred (Double Play includes Digital Preferred, Epix, Streampix, HD Technology Fee and Performance Pro Internet).
TV: 220 + Channels
Internet: Download as fast as 175 Mbps
Today, I received an email from Xfinity, headed "Your updated service order is confirmed". The problem is that I made no changes to my plan. The email went on to describe the updated service, that now includes Ultimate Double Play, TV Kids & Family, Internet X1 Superfast - 5.0. Next it says "The offer is subject to the terms of your 12-month term contract. $110 Early Termination Fee applies. Ultimate double play includes ultimate TV , DVR service and superfast internet.
Notice that it says I now have a 12-month contract. That's what bothers me the most. I've stayed out of contracts for years and years, and somehow they automatically changed my plan, and put me on a contract.
I called in twice to Xfinity. The first person said they showed I called in two days earlier, February 6, and made the change. I said I did not. They asked if I used the Xfinity app to make the change, and I said no, I don't have the app, and didn't make the change. They kept accusing me of making the change, and didn't understand why if I did make the change, why would I be calling in to reverse it.
The second person didn't see any open order, and didn't see that anyone called in, but couldn't take me off a contract.
So what can I do now?
Below is a copy/paste of the email I received today. There is no personal information.
Thanks.
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Here is a summary of your updated services
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ULTIMATE DOUBLE PLAY
TV Kids & Family
Internet XI Superfast - 5.0
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$110.00 / mo
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The offer is subject to the terms of your 12-month term contract.
$110 Early Termination Fee applies.
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ULTIMATE DOUBLE PLAY INCLUDES ULTIMATE TV, DVR SERVICE AND SUPERFAST INTERNET.
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X1 PREFERRED DOUBLE PLAY INCLUDES DIGITAL PREFERRED, EPIX, STREAMPIX, HD TECHNOLOGY FEE AND PERFORMANCE PRO INTERNET.
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Cancelled
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Service to Additional TV with TV Box
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$7.50 / mo
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Service to Additional TV with TV Box
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$7.50 / mo
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Service to Additional TV with TV Box
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$7.50 / mo
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Service to Additional TV with TV Adapter
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$7.50 / mo
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Service to Additional TV with TV Box
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$7.50 / mo
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Service with TV Box
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$7.50 / mo
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Performance Pro Internet
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Cancelled
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$10.00/mo for 24 months, then regular rates apply
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Internet/Voice Equipment Rental
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Cancelled
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Additional Xfinity Monthly Charges
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Broadcast TV Fee
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$20.25 / mo
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Regional Sports Fee
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$13.80 / mo
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Estimated Taxes, and Government & Other Fees
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$13.45 / mo
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Estimated Monthly Bill
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$212.50 / mo
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(Includes new and continued services. Excludes one-time charges.)
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Important information about your offer
Your statement is prepared one month in advance. Your next two bills may be different because of partial month charges or credits and any one-time charges.
Xfinity services, including Xfinity TV content and programming, regular rates, equipment charges, taxes, fees, and other charges, including Broadcast TV Fee and Regional Sports Fee, are subject to change at any time, with or without notice, to the extent permitted by applicable law. Information on programmer contract expirations, which could affect our carriage of the programmer’s channels, can be found at
https://my.xfinity.com/contractrenewals/.
An
Early Termination Fee of $110.00 will apply if you disconnect your XFINITY TV, Internet, Voice, and Home services during the term of the contract. The Early Termination Fee will NOT apply if you cancel within 30 days of installation and it will decrease every month.
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Customer Agreements, Policies & Service Disclosures
To view your user-level agreements, visit the Legal Agreements page in the Settings section of
My Account.
Your term contract is attached to this email and will be available in My Account after your service installation. Your Xfinity services are provided to you on the terms and conditions set forth in the
Comcast Agreement for Residential Services and pursuant to the
Comcast Customer Privacy Notice. Should you have any questions, please
contact us. We will review and promptly respond to all questions.
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XfinityLinda
Official Employee
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1.8K Messages
3 years ago
Hello, @anon86290! Thank you for connecting with us here on our forums. We apologize for the concerns with the updated package and we can certainly look into it for you here. We would need for you to provide a Direct Message with your name and address, so we can review the account in detail. We look forward to your reply.
To start a Direct Message: Click "Sign in" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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anon86290
Contributor
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388 Messages
3 years ago
Do I have to retype the entire message?
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mhenson27
Visitor
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1 Message
3 years ago
I received something similar to this scenario today (15 March 2022) - new services include "Latino" channels which doesn't make any sense for us. Please advise...
3