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user_bqeep9
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Wednesday, April 22nd, 2026 3:54 PM

Xfinity customer service [Edited].

paying over 300 a month now and cant get a representative.  website lags.  voice prompts are circular and force into chat which says they cant handle this right now and give me another URL.  I'm so fed up right now.  I want to send a bill for the last 2 hours of my time.  [Edited: Inflammatory]

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XfinityJustinC

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3 hours ago

Hello, @user_bqeep9 thank you for taking time to reach out over Xfinity Forums. I completely understand the frustration when you're not able to get assistance when attempting to get a concern resolved. You've reached out to the right place, and would like to see how I can help today. When you have time can I get an overview of what you were reaching out about today? 

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user_bqeep9

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My bill just shot up again and I was looking to change my television package.  I clicked on premium and hit next.  by the time I clicked the next few pages my estimated bill was even higher.  so I clicked out of it.  Then I just wanted confirmation that I made no changes because that plan was still highlighted as "in cart".  when I clicked Ultimate again my  estimated bill was substantially higher than what I pay now.

1.  I want to lower my bill.  you currently have 5 years of Gigabit internet for 70 dollars/month yet Ive been a customer for a long time paying 118.00 per month

2.  I wanted to change to the premium because it initially showed a $75 lower price until I hit next.  

3.  when I login it says I am eligible for a new box and I just wanted to find out what or if there were any benefits to that

After 2 hours of trying to resolve these issues I am now researching cutting the cord and just having a couple of streaming services or youtube TV

(edited)

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2 hours ago

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XfinityAirelle

Official Employee

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3.2K Messages

 

 

We hear you, and honestly, that would frustrate anyone. Spending time trying to lower your bill and watching the price go up instead is not the experience we want you to have.

 

First, you did the right thing by backing out. If you didn’t complete checkout, no changes were made to your account. Seeing something “in cart” or highlighted can definitely make it feel like something went through, but you’re still on your current plan.

 

On the pricing side, we understand your concern. The online builder can sometimes show promotional estimates that change as options are selected, especially when factoring in equipment, taxes, and package differences. It’s not always as clear as it should be, and we get why that felt misleading.

 

As far as the 5-year internet offers you’re seeing, those are typically new customer promotions. That said, that doesn’t mean you’re stuck paying what you are now. We can absolutely take a look at your account and see what updated plans or promotions are available to help bring your bill down.

 

For the TV package, we can walk through options with you to make sure you’re getting what you actually watch without overpaying. Sometimes switching packages or even removing equipment like extra boxes can make a noticeable difference.

 

Regarding the new box you’re seeing, that’s usually an equipment upgrade option. Newer boxes can come with faster performance, better voice control, and access to newer features, but we’d want to confirm if there’s any cost change or benefit specific to your setup before recommending it.

 

We definitely understand looking into streaming alternatives, a lot of customers are weighing those options right now. Before you make that call, let’s take a real look at your account together and see what we can do to improve your pricing and setup. 

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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