Visitor
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2 Messages
Getting assistance with internet/changes
I have attempted to ask questions/change features to my account. I went through 4 or 5 agents yesterday. I keep getting the run around or disconnected. I am very frustrated to the point I am going to cancel services for ALL of my addresses. All I need to do is add unlimited data to my current plan. Agents have said no agents have said yes; for $10/month extra I could get it. Then others say no you have to change packages and then when I get that info it changes my bill to over $300; which is not acceptable. Why can I not just add it like the first agent stated? Why is this not a simple process? Does this just need to be handled in person at one of the stores? Also conflicting information being given from agents versus what I see online for my account. On my end it shows 1200 speed and on their end it says 600. Sooo which is it?
XfinityJustinC
Official Employee
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1.4K Messages
13 hours ago
Hello, @user_th0i39 thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, and would like to look into the unlimited data further. From experience, it sounds like you may be leasing a modem from us which is $15 and then agents were discussing adding xFi complete which runs $25 (the $10 difference.
Our new internet promotions have unlimited data included with them, and aren't subject to leased or owned equipment like it was previously. I also want to confirm the speed as that is a big difference between the 1200 MBPS and 600 MBPS. Since I will need to gather some information to locate your account, and we don't want that here in our public conversation when you have time please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message 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, please add your full name and address
• Press Enter to send it
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XfinityThomasC
Official Employee
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2.6K Messages
10 hours ago
We want to thank you for reaching out on the Community Forum for support with your request for unlimited data. We are glad we were able to resolve your issue by adding that plan and clearing up some confusion. Never hesitate to create another public post for any of your future account and service needs!
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