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Lucypup1
1st Topic
1st Reply

Visitor

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4 Messages

Monday, January 29th, 2024 9:13 PM

Closed

Xfinity representative misleading [Edit: Inflammatory]

My monthly bill went up. I called Comcast spoke to a woman for over an hour. She made changes to my account and assured me I would have the same coverage with my new plan as I had with the previous plan. Well that is wrong. I now have about six or seven less movie channels. There is less history on my DVR. I feel Comcast needs to stand behind their employees statements. I would have never closed my old account.

What can you do about this? I have spoken to supervisors. They cannot give me my old account back. I went into the Xfinity store. I was told I cannot get my old account back so now I have less channels last memory and I pay more.

Customerservice needs to be aware of these people that are making false promises to your customers

I’ve been a customer for decades I want satisfaction you need to back your employees

[Edit: PII]

Question

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Updated 

1 year ago

 • Edited

88

3

0

XfinityAlyssaA

Official Employee

 • 

1.9K Messages

1 year ago

Good afternoon @Lucypup1, and thank you for reaching out on our Community Forums, we are sorry to hear about your frustrating experience, this is never how we want our customers to feel. Unfortunately, if you were previously subscribed to a package that has now been grandfathered or a plan that is no longer available, we don't have a way to switch your plan back to the old one. We are happy to review current offers to see if we can help get you into a plan that is closer to what you had before or that is more cost-effective. If you'd like us to review current offers with you, please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers. To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

1

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Lucypup1

Visitor

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4 Messages

No I want you to back your employees comments to me that my plan would be the same after I cancel my existing for the replacement plan which offers much less for more money 

1 year ago

0

XfinityAlyssaA

Official Employee

 • 

1.9K Messages

1 year ago

Unfortunately, @Lucypup1 we don't have access to customer calls on this platform. I can review the account notes over Direct Messaging to see how I can help. We apologize for any confusion or miscommunication that occurred with your plan change.

(edited)

4

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Lucypup1

Visitor

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4 Messages

I am unable to locate your direct chat as described 

1 year ago

0

XfinityAirelle

Official Employee

 • 

2.6K Messages

 

 

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!

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

1 year ago

0

longlive289s

1 Message

I cannot find a direct chat option either when signed in. Their is no "Direct Messaging" icon, their is no "bell" as described

1 year ago

0

XfinityBenjaminM

Official Employee

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2.1K Messages

@longlive289s Hello! Here are step-by-step instructions on how to send us a DM in case you need them:

 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

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

1 year ago

0

Lucypup1

Visitor

 • 

4 Messages

1 year ago

Since I posted that last post Xfinity has taken care of me!!! They came through with great customer service!!

 I thank you for listening.

1

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XfinityJorge

Official Employee

 • 

2.2K Messages

Thanks for circling back with us, and we are happy to hear that you are all set. Our team is always here to assist you and make sure you are taken care of. We hope you have a great day! 

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

1 year ago

0

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