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bch711
1st Topic

2 Messages

Friday, January 24th, 2025 6:46 PM

I was promised a plan in the support chat, but it was never added to my account

I spent a few hours on the chat trying to get my internet bill sorted out and getting moved between different agents. I got an agent who found a good plan for me. $30/month for 300mbps and a $10 discount to $20 if I used direct ACH from my checking account. He said that the plan would show up within an hour, but here we are 2 days later and nothing has changed in my plan. I took screenshots of the conversation. Is there a support team at Xfinity that can help me sort this out?

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Updated 

3 months ago

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EG

Expert

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109.9K Messages

3 months ago

The concern is not "E-mail" help related......... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.  

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XfinityThomasD

Official Employee

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1.2K Messages

3 months ago

 

bch711 Thanks for posting on our Community Forums. I've seen times when the plan will change once the next billing cycle has started. Did you receive an email confirmation that the plan change was made?

 

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bch711

2 Messages

I was told I would get an email confirmation within an hour of the chat closing, but I never did. The email for a $10 credit that the rep supplied came nearly immediately

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3 months ago

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XfinityThomasD

Official Employee

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1.2K Messages

Gotcha. Let's look into the account a bit further and see what's going on. Please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • 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.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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