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Visitor

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1 Message

Sat, Mar 19, 2022 2:20 PM

Flex/Xfinity Hijacked Streaming Services!

I received a "free" flex box with the fastest internet Xfinity has.I was told and read on pamphlets and online that I can watch my EXISTING streaming services on it. What was NOT DISCLOSED is if you set up and watch your existing Netflix or Disney Plus service on the box,  Xfinity will take over the billing. Again, this was NOT DISCLOSED even when signing in through the Flex Box! I have the Hulu+Disney+ESPN package through Hulu well before I had Xfinity. I was charged for this package by Hulu but was also billed by Xfinity which charged me the stand alone price for Disney Plus. I checked with Disney Plus, Hulu and Xfinity that this was for the same existing account and not a new or separate one. This was also done with Netflix. When Xfinity took over the billing, streaming on Chromecast was disabled (added insult to injury).  I could only watch it on my phone or the Flex Box. This seems to me to violate antitrust laws.

When I had set up my existing accounts, there was no disclosure that this would happen.

I contacted customer service by phone and spoke to two poorly trained representatives. After being transferred without notice (common occurrence with Xfinity) I tried to again explain the issue and what I wanted. The representative whose English was not their primary language, could not understand the issue. She seem to be sticking to a script which was very frustrating. She gave unconvincing apologies, tried to pass the buck to the streaming services and Google. When I explained how I confirmed the issue was with Xfinity, she began gaslighting me. She said I must've selected that option to be voted through Xfinity or my streaming service is responsible. It was clear she did not listen to a thing I said or must have been distracted with her other conversation she was having in another language with someone in the background. It was obvious she was unwilling or did not have the proper training to resolve my issue. 

I need a refund/credit for the Disney Plus charges in the last 6 months (I already paid through Hulu) and Netflix. I was told by the representative that she put in ticket# ER053908145 for this refund to take place. She wanted me to give her an exact amount I wanted.  I told her to look at my bill and add up all the charges from the moment they appeared on my bill.  She refused to look it up and insisted I give her a dollar amount. I think I told her $200. She PROMISED and insisted I would get a call from a supervisor the next day. In typical Xfinity fashion, that didn't happen. I have already Uninstalled the Flex Box and replaced it with Google TV with Chromecast. My next step is to start looking for alternatives for internet.  Even if I end up with a lower speed, at least I won't get "slammed" with hidden charges or have my streaming services hijacked.

Visitor

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1 Message

5 m ago

my flex is not playing anything on screen

Official Employee

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277 Messages

5 m ago

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

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