Billed for XFi Complete but never added it

Hi, I have a few issues with my current and upcoming bills. I was charged for XFi Complete for the current billing cycle. Except I never activated it. I would like to have these charges credited back to my account. In addition, my monthly charges were changed for upcoming bills while on a phone call with a representative who told me I would be saving money, but looking at my upcoming charges, it seems my bill will now be higher even though I had been locked into a 5 year deal on my internet. Help please!

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XfinityJustinC

Official Employee

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1.7K Messages

15 days ago

Hello, @user_jxg8oa thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, and understand wanting to have the account reviewed with the upcoming charges being concerning. I did want to help get the proper expectations set up that xFi Complete includes a modem lease, unlimited data, and advanced security. The only thing that would need to be activated would be a Xfinity gateway, with that feature.

To ensure I'm on the same page, are you using your own equipment or have a Xfinity gateway?

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user_jxg8oa

Visitor

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4 Messages

We do have a gateway modem. Our contract included a gateway lease for free for 5 years. We were sent a new updated modem and then Xfi complete appeared on our account. Thank you for explaining what is included! I honestly did not know. However, right now we don't need the unlimited data or advanced security features, and we were not paying for our modem anyway.

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15 days ago

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XfinityAdrienne

Official Employee

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1.6K Messages

Thank you so much for clarifying that for us @user_jxg8oa! We would be more than happy to look into the account further with you to ensure everything is correct for your billing.

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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15 days ago

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user_jxg8oa

Billed for XFi Complete but never added it

XfinityJustinC

user_jxg8oa

XfinityAdrienne

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