Xfinity has no flexibility to provide solutions

I posted this recently and thought maybe Xfinity would reach out. No. Just a fake email from someone saying they tried to call me.
So again, we had a shared 3 gig Xfinity mobile plan. Only $35 a month for two lines. Worked great until Xfinity started “working” in our area around January 2026. Huge data spikes appeared. Charged me overages. TV says, sorry an error occurred. Techs came and went with no solutions. Went to Xfinity store. Our own modem router and SE 2022 phones were blamed. So I went for new IPhone 17e unlimited premium data and I bought a new modem router.
No improvements occurred. Then a technician decided that the TAP splitter and the cable in the street pedestal were in need of replacing. Success! So It was Xfinity equipment that was to blame. But even now there are intermittent WiFi problems but no data spikes occur.
We never needed new phones or anything else because we never used data. Will Xfinity reverse any of the charges or come up with some solution? No. I have talked to them constantly about this. I get $10 off or apologies about this problem.
It was completely their fault that I’m stuck with a 3 year deal paying for things I never wanted or even needed.
Waiting for a solution Xfinity, not an apology.

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XfinityQuemekia

Official Employee

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1.5K Messages

1 day ago

Hi @user_8af28c, we appreciate you providing the full context of your recent technical history and mobile concerns. I will be more than happy to have this sent over to our dedicated mobile escalation team to take a closer look and find the best solution for you.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account to continue.

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

A "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.

You can see how to send a direct message here, Direct Message Within The Forum.

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user_8af28c

Visitor

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6 Messages

Oh now a lesson on posting. Try addressing the problem first.

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8 hours ago

0

XfinityGabriel

Official Employee

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3.5K Messages

user_8af28c,

We truly want to help. I can certainly understand why you're frustrated. Based on what you've described, you've spent a significant amount of time troubleshooting service issues, replaced equipment, upgraded devices, and worked with multiple representatives, only to later learn that some of the underlying problems may have been related to network equipment that required repair. I also understand your concern that decisions were made and expenses were incurred while trying to resolve an issue that you feel was not caused by your own equipment. I can appreciate why an apology alone would not feel like a sufficient resolution.

While I cannot guarantee a specific outcome regarding credits, device agreements, or prior charges without reviewing the account, I would like the opportunity to take a closer look at the history of the service issues, the troubleshooting that occurred, and any previous resolutions that were offered. That will allow us to determine what options may be available and ensure your concerns are fully documented and reviewed. How does this sound so far?

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 as Best Answer. tick

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7 hours ago

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user_8af28c

Visitor

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6 Messages

So Xfinity Gabriel, I appreciate that you read and understand where I’m coming from. But still it’s still the same thing I encountered on phone calls, chats and in person at Xfinity store. Review, document etc. and nothing is offered to make amends.
So do whatever you want to and let me know what you can do.

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7 hours ago

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XfinityBradM

Official Employee

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1.6K Messages

We'll need you to meet us in DMs as requested earlier so we can assist further.

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 as Best Answer. tick

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6 hours ago

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user_8af28c

Visitor

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6 Messages

The prompts to do this DM are just ridiculous. DM icon. Type Xfinity Support. Selected Xfinity Support blue icon check mark. Says type a message. Really?

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4 hours ago

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user_8af28c

Visitor

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6 Messages

8 hours ago

Still waiting for a legitimate Xfinity representative to respond to this. Respond under this thread, notin a fake email please.

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user_8af28c

Xfinity has no flexibility to provide solutions

XfinityQuemekia

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XfinityGabriel

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XfinityBradM

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