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user_yqvvlo
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Thursday, February 26th, 2026 11:26 PM

Xfinity signed me up for custom plan when I requested specifically to do the 40$ basic plan with the 5 year price guarantee.

What can I do about this? I went in the store and they made a custom plan and I am not sure why. It says it costs $50, is that because autopay hasn't gone through and is that part of the custom plan? I am also confused whether the five year price guarantee was done because it does not list it in the brief description of my plan on the xfinity portal. Now I am questioning whether I needed to accept the free mobile line in order to get the price guarantee, which I was told. I'm disappointed in the lack of clarity on the plan and feel a bit misled. 

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9 hours ago

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XfinityDilary

Official Employee

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3.1K Messages

9 hours ago

Thanks for posting on our community forums, user_yqvvlo. I completely understand why you’re feeling confused and disappointed. When you sign up for a new plan, you should walk away knowing exactly what you’re paying for, what’s included, and how your price guarantee works. I’m really sorry that wasn’t your experience. I'd like to check the account and answer these questions for you. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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 that 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

 

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