7 Messages
I think Xfinity's automated phone and chat are engineered to cause as much frustration as possible
I worked in phone customer service as my first job. I get it-- customers can be crazy. But the fact that I've been brought to tears in frustration at just trying to reach a single human to talk to is infuriating. Xfinity should be ashamed.
So, I own my own modem/router. I just need to know why my Internet bill went from $56 all 2024 to $59 in January. I'm assuming it's because the cost of being alive is going up in every way imaginable, but I also know that sometimes I can bug you guys and get a little discount for 6 months or so. Funny how groveling at your feet or threatening to cancel is the only way to get a discount. It's like you reward bad behavior.
I'm just requesting to know 1. why my bill went up in January without notifying me 2. if there is any way to downgrade my current Internet plan (the site says there is a cheaper option but gives me no way of changing to it) 3. if there is any possibility I can get a discount, even for 6 months or so.
I'm human, too. Just trying to get by. Thanks for any help you can provide.
Accepted Solution
user_eiulxh
7 Messages
17 days ago
For any people reading this topic years later, here's the update:
Xfinity was indeed overcharging me for no reason. The only way this was addressed was by posting here in the Xfinity Forums and then going back and forth with a chat agent for about a day.
The chat agent will try to upsell you on other services while you attempt to just stop being wrongfully overcharged. There is no clue when trying to contact via phone support that Xfinity Forums and chat are the only ways you can contact a human now. This will probably never be resolved because we are living in a capitalistic hellscape. Godspeed if you must one day face an issue that cannot be resolved via the automated system.
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XfinityThomasB
Official Employee
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1.8K Messages
24 days ago
Good morning user_eiulxh
Thank you very much for reaching out. We are always here to help. Our team here on the forums is a corporate based team, and aim for you to always receive first-class support. We updated on our autopay discount for debit/credit cards from $5 to $2 here in 2025. Is that the method of autopay you have set up? As a heads-up, we offer a $10 discount for autopay direct from your bank.
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XfinityVianney
Official Employee
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2.1K Messages
23 days ago
@user_eiulxh, I wanted to touch base here on your post to thank you again for your time. I'm glad we were able to discuss your services and also find you a new plan. We appreciate your time. Have a great week!
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