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grampygaga
1st Reply

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3 Messages

Friday, December 17th, 2021 10:03 PM

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Xfinity mobile data issues

Me and my wife have an xifinity mobile account with a limit of 2GB’s.  We use our WiFi when we are in our house.  For some reason our internet WiFi was not used and we were overcharged about $400 in excess our normal bill for three months from the mobile connection around 40G.   I called xfinity three times and on the second time we called the rep said we would receive a credit for the apparent error.  They said they would limit my charge to the month that was not abnormal.  Around $45.  We never received a credit for the apparent error although promised by the rep.  Our phones were subsequently turned off after the discussions due to nonpayment.  Is this how you all treat seniors on a fixed income.They now claimed that there was no way these charges are incorrect.  I’m almost at the point of calling our State District Attorney to have this investigated.  What makes this whole thing suspicious is when I first Called xfinity mobile they said why don’t you go to unlimited data which is twice the amount that I’m paying now.  Also suspicious is this comes at end of the year and the previous 10 months were around $50.

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3 years ago

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XfinityThomasA

Official Employee

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2.4K Messages

3 years ago

Hello, @grampygaga. Thank you for the detailed post and for sharing your feedback. Your data consumption concerns are important to us and we'd like to be sure you're all set for success when using Xfinity Mobile services. I understand you had mentioned calling in, did you know Mobile Support is also available via SMS Text Message: 1 (888) 936-4968 and chat?

 

Our expert team members in Xfinity Mobile can help with billing concerns and data consumption concerns. Xfinity Mobile support here via social is currently limited, and we're only able to assist with general questions about pricing, service offers, and basic troubleshooting also available on https://comca.st/3yAukag.

 

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grampygaga

Visitor

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3 Messages

@XfinityThomasA   I didn’t expect a comment that addressed my problem.  

3 years ago

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XfinityThomasA

Official Employee

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2.4K Messages

Let's see if we can turn your expectations around. We're here to help and it's important to us that you're able to connect your wireless devices to your homenetwork without using mobile data.

 

For mobile devices you'll first want to go into the settings of your device and toggle the Mobile Data "off". Next, be sure that the WiFi is enabled on your mobile device and you'll want to find your homenetwork WiFi name and enter your password to connect to your homenetwork.

 

Turning the Mobile Data setting off and the WiFi setting on will help ensure that you'll need to connect to WiFi for your connection, rather than using Mobile Data. Be sure to do this across all devices on your account which will help to manage the data consumption. And of course, our expert Xfinity Mobile team members can be of further assistance with account specific inquires such as the billing and data options by line using the contact methods mentioned above. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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grampygaga

Visitor

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3 Messages

3 years ago

Xfinity with all the money they have could not provide a credit for a mistake that would cost them practically nothing for senior citizens who pay their bills always on a timely basis.  The mistake which is hard to understand since our home WiFi was not used based on the software provided by xfinity mobile.  We live in a corrupt time.  

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CCZachary1

Problem Solver

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672 Messages

Did you speak with my Xfinity Mobile support team already about the adjustment? If not you can contact them with the following methods:

 

• SMS Text Message: 1 (888) 936-4968

 

• Phone: 1 (888) 936-4968

 

• Chat: https://comca.st/3GZk1Qh

I no longer work for Comcast.

3 years ago

0

user_7b0b2d

Visitor

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1 Message

This exact thing happened to me where my iPhone 12 disconnected itself from my home Wi-Fi and started using cellular data and if I hadn’t caught it, I would have been charged over $500. Spoke to 7 different agents and no resolution except for me to go unlimited. Even had one agent named Roger, spoke condescending to me and speaking to me like he knew everything because he was a I.T guy and blamed my internet and my modem and wouldn’t listen to me at all, told him I wanted to speak to his supervisor, he told me he couldn’t find one and said I would have to wait, put me on hold for half an hour, then, hung up on me. All that after being on the phone with XFinity for over 6 hours. Was told by one agent that they wouldn’t do anything about the issue as far as a refund because I used the data. This is the second worse customer service experience in my life. 

3 years ago

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XfinityTy

Official Employee

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376 Messages

I apologize that you have had a poor experience with our Xfinity Mobile team. If you do need further assistance, you can contact the Xfinity Mobile team via one of the following methods:

Thank you. -Ty

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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