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kennyb330

Regular Visitor

 • 

17 Messages

Friday, March 18th, 2022 11:09 PM

Closed

Plan changed without auhorization………

Ive been a long time customer of xfinity 20+ years.  I recently moved from caifornia to spokane and that transition was horrendous.  I purchased a new home here that luckily had xfinity service.  

things were going smoothly for a few months then out if the blue i received a notification email that my plan had been changed.  My plan was the premier+ triple play gigabit package under promotion.  It was changed to the double play package. That package had netflix hd free along with a few other benefits.  I called to get fixed and initially was told I made the changes, which i didnt.  It took me several hours on day 1 and another hour on day 2 to get something close to what i had before.  

My main complaint is that xfinity is unable to put me back on the promotional package I had before.   That netflix package is no longer being offered/sold.  Xfinity is able to remove customers from packages they nolonger sale anytime they wish.  I dont understand this at all.  How is this allowed?

Question

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Updated 

3 years ago

1.4K

8

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CCJay

Official Employee

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618 Messages

3 years ago

Hi @kennybeal3. Thanks for bringing this to the attention to our forum. We'd be happy to look further into this change with you and do what we can to make it right. 

 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or https://comca.st/34SztQE
  •    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.
  •    - An "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

 

 

1

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kennyb330

Regular Visitor

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17 Messages

@XfinityJay​ well my point of putting this here in the forum is “making it right” would be to fix the plan change and put my account back as i was before the xfinity employee made an error.  Moving me off a promotional plan “by mistake” should not be allowed!!!

3 years ago

0

kennyb330

Regular Visitor

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17 Messages

3 years ago

Day 7 of dealing with this problem still not resolved.  more changes made to my account without my permission.  lost my phone this weekend..  been out for a few days.  and agent removed the service over the weekend.  my account email and password was changed this morning..  

What a DISASTER

2

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XfinityAnthonyT

Official Employee

 • 

1K Messages

Send us a DM with your name and address so that we can look into this! We are eager to help!

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

3 years ago

0

kennyb330

Regular Visitor

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17 Messages

A dm to you or to the generic xfinity_support? 

3 years ago

0

kennyb330

Regular Visitor

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17 Messages

3 years ago

4 hours on the phone today.  Stil a mess.  I can't believe the incompetence 

1

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CCDanny

Recognized Contributor

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238 Messages

@kennybeal3


Great question. 
To send a "Peer to peer" 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 no longer work for Comcast.

3 years ago

0

user_3b6594

Visitor

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1 Message

3 years ago

The same thing just happened to me today. not exactly the same plan but still. Im more than suspicious that its intentional. I'm also now paying double for nearly the same upload and download speed! I personally wish I could escape the xfinity grasp, but its the only available ISP in my area....

In my opinion screw this company. Good luck to anyone else trying to fix this, it is excruciating and difficult on purpose.

1

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CCFelicia

Problem Solver

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311 Messages

Hello @user_3b6594 I see you mentioned you're paying double for the same upload and download speeds, my team would like to take a look into this for you.

 

To send a direct message [private message]:

   Click "Sign In" if necessary
   Click the "Direct Message" icon or https://comca.st/3B8t6pP
   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.
   - An "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 no longer work for Comcast.

3 years ago

0

kennyb330

Regular Visitor

 • 

17 Messages

3 years ago

It happened again in July.  An Xfinity employee changed my account information without my authority.  Someone is calling saying that they are me and accessing my account.  #1 Account verification using the account number is not sufficient.  #2 I put extra layers of security on my account and that is being bypassed, by the employees.  

0

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kennyb330

Regular Visitor

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17 Messages

3 years ago

Still waiting for an employee from xfinity to call me back with full audit history on my account and an explanation 

1

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CCMarcella

Official Employee

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352 Messages

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. 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. Please go ahead and follow the instructions provided to send us a Peer to Peer message so that we can address this situation at hand. Thank you for understanding. 

I no longer work for Comcast.

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

3 years ago

0

simmy13

Visitor

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1 Message

3 years ago

A similar thing just happened to me. My internet service was literally removed from my account without explanation.

1

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XfinityRyanE

Official Employee

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1.1K Messages

Hello @simmy13, thanks for reaching out to share your experience. We pride ourselves on customer security and will be glad to take a look at your account in more detail. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems.

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

3 years ago

0

ajbeagles

Visitor

 • 

1 Message

3 years ago

Similar thing just happened to me. Had the Gigabit Internet plan with a $40.00 discount through 8/11/2024 that was as of this month changed without my authorization (or notification) to Gigabit Extra Internet removing my $40.00 discount in the process. 

spoke with an agent over chat for an hour where they stated my plan can’t be changed without my authorization. Which I told them I never authorized this change and when I asked them to verify when I allegedly authorized it or why it was changed they wouldn’t tell me. They would only argue with me and say the only way it could change is if I authorized the change. 

Xfinity trying to gaslight me. 

2

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XfinityAmandaB

Official Employee

 • 

2.2K Messages

@user_17a68c I would be more than happy to look into this $40.00 increase for you, the agent you spoke to is correct that we can not make changes without your approval, but there are a lot of our promotions that have stages or tiers to the discounts or discount certain features for a short time during the promotion. 

 If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. 

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

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

3 years ago

0

user_e5109d

Visitor

 • 

4 Messages

Same thing just happened to me yesterday.  My internet was downgraded and now I have no Flex service either despite there advertising it as flex is free with internet service. Why is my flex not working then? Why was my internet changed without my authorization?! I am so tired of this!

3 years ago

0

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