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I'm getting nowhere calling

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New Poster

I'm getting nowhere calling

So the plan I had is no longer available. A agent called and said you can not have only internet anymore and need to sign up for something different. After settling for a plan we don't need he said they will mail us a box because I can not use my own personal modem anymore either. 2 weeks later no box came. I called and was told the order was cancelled. I'm confused now and said I never cancelled it. So the lady re did it and said I will have my box in a week. Well the week past, no box and now a bill came for 2x what I normally pay. I called and they said untill I plug in my new box the plan won't go into affect and because I have a service that is no longer available they charge me for a different service closest to the one I had. Asked for my box to be mailed, they told me I will have it in a week. Still no box. Call again and they can't see what the issue is. Only thing they can tell me is my bill and plan won't take effect untill I plug in a box that they won't send me.

I'm pretty sure I'm ready to cancel
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New Poster

Re: I'm getting nowhere calling

I have one for you!  I tried to cancel services and they told me that they would transfer my call to their retention team.  This is where they try to help customers who have been with them for a long time.  I was placed on hold for 45 minutes...and then it went to a dial tone!

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Expert

Re: I'm getting nowhere calling

@Quinn2007 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: I'm getting nowhere calling

Hello, Quinn2007! Welcome to the Xfinity Forums.

I'm so sad to hear this has been your experience and its definitely not what we want for you. I'd probably be pretty frustrated at this point too, but I would love to work with you and get you into a service plan that is reasonably priced and best fits your home's needs!  Please send me a private message with your first and last name, as well as your service address so I can assist. 

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!