Visitor
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1 Message
Billing Discrepancy and Plan Reversion Request
On May 19, 2025, I enrolled in a $35 internet plan that included 150 Mbps speed, equipment, and a complimentary mobile line. On June 1, I accepted an offer to upgrade my data allowance from 1.2TB to unlimited at no additional cost.
However, upon receiving my bill, I was surprised to find that my monthly payment had increased to $89—$45 for internet and $40 for mobile service. I contacted your support team and was informed that my current plan no longer qualifies for a free mobile line unless I upgrade to a more expensive plan. Consequently, I had to cancel my mobile service.
Given that my typical monthly data usage ranges between 50GB and 80GB, the unlimited upgrade is unnecessary for my needs. I requested to revert to my original plan, but was told that removing the $10 upgrade would result in a $15 equipment fee—effectively raising the cost of my original $35 plan to $50.
I find this situation unfair and misleading. I accepted the upgrade under the impression that it was free and would not affect my billing or plan eligibility. I respectfully request that my plan be restored to its original terms: $35 per month with included equipment and the complimentary mobile line, as initially offered.
Thank, I look forward to a prompt resolution from xfinity.
XfinityJustinM
Official Employee
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348 Messages
2 months ago
Greetings @user_sf1w2q, thank you for taking the time to create an official post! I certainly know the feeling of receiving a bill that I was not prepared to receive based on my expectations, and I would like to take a closer look at your situation to provide you with the best help. Most of our promotions that include an unlimited mobile line free for 12 months require at least 300Mbps, but this is not always the case. We can surely review your account, and work towards the best resolution for you. Just send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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.
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