Frequent Visitor
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6 Messages
[Xfinity Mobile] Downgrading data plan mid-cycle
Hello! I have discovered an issue with Xfinity Mobile that I would like some help with.
In order to save money, I check my account data usage near the end of my plan, do a little quick math, and find the best priced data plan to fit my needs (1GB, 3GB, or 10GB ). Until this month, it has been the 10GB plan. This month, however, I will use only 4 or 5 GB total. The 3 GB plan would be a better fit for me ($30 + $12 or $24 = $42 or $54). My account was still set to 10GB from the previous month ($60). I tried to downgrade, but because my usage as of today is 3.5 GB, the website would not let me change to the 3GB plan.
Once my account crossed 3GB, I was now disqualified from moving back down to that plan. This disqualification was never mentioned in any documentation that I reviewed, and was never explained to me. In fact, it is directly contradictory to the idea that you can change your data plan at any time, which was a big selling point for Xfinity Mobile.
I discussed my issue through the chat system, but hit the same wall - the "system" could not process my request to downgrade once I crossed 3 GB. I was helpfully credited $5 for my inconvenience, but that is not a satisfactory resolution in my mind.
Going forward, I will change my plan to a lower-tier data plan at the start of the cycle, and UPgrade for the savings at the end of the cycle as needed, but for this month it is iritating to be told that I could not down grade to a cheaper plan "to avoid any additional charge in your service."
If any of the Comcast Reps in here know of a way to fix this, please help me.
Accepted Solution
XfinityKenF
Official Employee
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8K Messages
5 years ago
Hey there,
Sorry for the frustrations with this. The terms for switching between by the gig plans are ironed out here: https://www.xfinity.com/mobile/support/article/how-does-by-the-gig-work
Your specific circumstance is discussed here:
Note: Once you exceed the data limit for any given threshold, you cannot revert back to that specific GB package. For example, if you signed up for the 10GB package plan and later decide to revert to the 3GB package plan. You can only downgrade to the next lower tier of GB plan if you have not exceeded that amount. If you used 3.1GB and wish to reduce the package from 10GB to 3GB, you will not be able to do so as you have exceeded the 3GB threshold.
Sorry for the inconvenience.
Ken
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Kmrogers1122
Frequent Visitor
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6 Messages
5 years ago
Running out of time. My cycle ends in 3 days. Can any Comcast Employees help with this? @CCKenF ?
If this doesnt get fixed, i'll be paying $15/GB this month on this new plan instead of the original $12/GB I was paying on the original plan, and at a lower tier of cell service. This is not a positive outcome.
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dschell414
New Poster
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2 Messages
5 years ago
What if I am 2.35 GB over my 3GB plan and (being charged $45 plus the $30 for the plan) and I opt to go to the 10GB plan for $60 , will that update my bill to the $60 for the 10GB plan instead of the $75 for 3 GB plus 2.35GB ? or is there a pro rate ? The reason I ask is I have 2 days left in my cycle and if I can save $15 by switching to the 10 GB plan I will
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