1

Visitor

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2 Messages

Mon, May 23, 2022 9:15 PM

escalate a complaint

I have been a comcast user for over 5 years -- in 2 states.

I frequently use seasonal hold -- and until last year it worked fine.

last summer the seasonal hold was inconsistent -- it worked some days and not others, and I was frequently charged full rate.

Eventually the issues narrowed to the phone service, where some Xfinity employees marinated that on seasonal hold, all phone service was disabled

   this despite a clear seasonal charge for phone.

  over some 20 calls some reps said the phone forwarding was clearly included, some said it never had been, and some said one then under pressure reversed themselves

  some offered to send documentation that it was included (and did not) some offered to send documentation of the opposite (also never did)

  after the summer several reps said I clearly was overcharged but the credit exceeded their authority -- all asked me to wait on a supervisor who never answered the transfer

The latest rep assured me: that phone service was NOT included

and that there was no way I could get it (e.g., by splitting my account in 2)

And that the supervisor was on the line for me (A LIE  . . . the line just kept ringing for an hour)

I am finally ready to drop your service at both locations

BUT: . . . I wanted to try and make sure someone senior understood that by dropping phone from the seasonal hold you made the system unusable

    and that I still wanted credit for the significant overcharge to my account for the summer of 2020. 

   all your techs clearly see the large overcharge, no one knows how to fix it,

Official Employee

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312 Messages

4 m ago

Hey there, @1458Albatross! Thank you so much for bringing your Seasonal Convenience Plan questions and concerns to the community for assistance. I know how important it is to understand how our plans work and to ensure you are being billed properly, so I'd love to help in any way that I can! Due to the public nature of this platform, I'd love to provide some information up front that may help (you as well as other customers visiting the Forum). So, without revealing any account specific or personal information, may I simply start by asking what state(s) you reside in where you had those specific billing issues? Thanks in advance! We look forward to turning this experience around for you :)

Visitor

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2 Messages

@XfinitySara​  In answer, I live in Florida and Massachusetts.  I have mostly called regarding seasonal for Florida (that is, putting Florida on hold when I live in Massashusetts),  but I understood that the issue exists for both states.  

Official Employee

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467 Messages

Thank you for letting me know. The table below shows what services are available and what are not for each Xfinity product while you are on the Seasonal Convenience Plan. 

 

Product Services Available During Seasonal Services Not Available
Xfinity TV
  • Limited Basic (Legacy) or Choice TV (Simple & Easy) channels on TV Boxes
  • Limited Basic (Legacy) or Choice TV (Simple & Easy) movies and TV shows with Xfinity Stream app
  • Recordings saved on DVR
  • Services included in a bulk agreement
Equipment is partially disabled while on seasonal mode and has limited use.
  • Pay per view (PPV)
  • Xfinity TV subscription content (HBO, Showtime, etc.)
Xfinity Internet
  • Existing email account
  • Additional Xfinity ID creation
  • Xfinity WiFi Hotspots*
  • Xfinity Internet connection in the home

*Xfinity WiFi Hotspots are available to customers with Xfinity Mobile.

Xfinity Internet - Seasonal Internet Access
  • Xfinity Internet connection in the home
    • 3 Mbps download
    • 2 Mbps upload
  • Existing email account
  • Additional Xfinity ID creation
Internet-only customers are eligible for the Seasonal Internet Access plan.
  • Xfinity WiFi Hotspots*

*Xfinity WiFi Hotspots are available to customers with Xfinity Mobile.

Xfinity Voice
  • Local, toll-free numbers, 611 and 911
  • Long-distance calls billed at $0.05 per minute
  • Home alarms that use phone services
  • Voicemail
  • International calls
  • Advanced calling features, like call waiting, caller ID and call forwarding
Xfinity Home
  • Xfinity Home service
  • Xfinity Home app access
  • Video monitoring
  • 24/7 Video Recording

For these services to remain active, your customer must enroll in the Seasonal Internet Access plan. 

Xfinity Mobile Xfinity Mobile service

 

 

N/A

 

This outlines what is available, and I indeed see Advance Call Features (Call Forwarding) are not available. 

 

While we hate to see you go, we understand needs can change. I will be happy to help with your account and service at anytime. We will need to speak in a Private Message. 

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

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
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