Visitor
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1 Message
WiFi Renewal Email Question
I received an email a couple of days ago stating that my WiFi plan price was changing and my bill would go up for it unless I renewed for the next 5 years. Is this a legitimate email? Because I seem to recall when I signed up last year that my rate was already locked in for 5 years unless I misheard the sales rep somehow? I'm puzzled and would appreciate some confirmation and clarity here.
I also should mention that due to a misunderstanding and colossal miscommunication on the part of certain reps of yours last year that there are technically two accounts linked to my current address and I need to get the second one removed and closed down to avoid further confusion on my end and yours. When I signed up initially last year, due to that misunderstanding and miscommunication, I was under the impression that that initial account had already been closed down as per my request, and it's annoying to see that it wasn't. Any help to this end would be appreciated.
XfinityThomasA
Official Employee
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3.9K Messages
15 hours ago
Visit Xfinity.com directly to manage your account rather than clicking links in emails or text messages unless you're certain they're legitimate.
Enable two-step verification on your Xfinity account for an added layer of protection.
Set up multifactor authentication through the Xfinity app.
Use strong, unique passwords or passphrases for your email and online accounts.
Delete suspicious emails or text messages without opening them.
Your Xfinity bill is also a great resource for verifying account changes and promotional details. You can view your bill anytime by signing in to your account. In the "Your Bill Explained" section, you'll find:
Updates showing what's changed compared to previous bills.
Information about any increases or decreases due to service changes.
Details about discounts currently applied to your account, if applicable.
On page two of your bill, look for the section titled "My Xfinity Services." This section includes:
Your monthly recurring service charges.
Any promotional discounts currently applied to your account.
The expiration dates for those promotional offers.
Do the discount details shown on your bill match the information provided in the email you received?
Is it two activate accounts with two bill statements each month? If not all you would need it to unlink it which is a self-service option. Here is how:
After signing in to Xfinity.com:
Select the Account icon and choose Account and Identity.
Select Xfinity ID and Security.
Scroll to Your Accounts to view all accounts linked to your Xfinity ID.
Select Manage and Link Accounts.
Verify your identity using the Xfinity app notification or a verification code sent by text or email.
Choose Unlink next to the account you want to remove.
If it's your default account, you'll first need to make another linked account the default.
If the account has automatic payments enabled, those must be turned off before unlinking.
Please note that once an account is unlinked, you will no longer have access to it. If you need access again in the future, the account's Primary User will need to add you back as a user.
I've included a few helpful articles below that provide additional information and guidance which may help.
Manage multiple accounts with your Xfinity ID
Understanding your Xfinity bill
Protecting yourself from fraud
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