My experience with xfinity

For starters, they're my only option. The plan was reasonable though, at $45, and it was fast enough for my needs. I had no problems at all that first year.

Then my bill went up to about $68, without notice. I called several times about it, but they all said the lower plan no longer existed. Annoyed but powerless, I let it go.

One year later, they charged me $92 for a month of service, without notice. They raised my plan to a higher speed, claiming that I had ordered it. I immediately turned auto-pay off and deleted my billing info. I even tried to cancel that payment through my bank, to no avail.

Now they want another $126 for a month of service, plus late fee, for a service I wasn't capable of using because i had returned their modem. They even threatened to send their fraudulent bill to a collection agency!

The business practices of Xfinity are utterly appalling, and I recommend using another service, if at all possible. My only internet access now is unlimited mobile data on my phone - which is somehow cheaper than Xfinity's lowest rate rate for a land line.

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XfinityRichard

Official Employee

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2.5K Messages

2 months ago

Hi there, @user_gqxhgk ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to assist you with account and billing concerns. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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user_gqxhgk

Visitor

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8 Messages

Why bother? I've talked to tech support numerous times, you're just gonna give me some [Edited: Language] about what time the service was. Our agreement was broken the moment you upgraded my account without notice or explanation. You already stole my money, I'm not paying you for a month of service that I didn't even use, just because you waited two weeks to close the account. If you had closed it the day i said to, I'd owe you nothing. So that's what you're getting.

(edited)

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2 months ago

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XfinityBillie

Official Employee

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3.6K Messages

user_gqxhgk Out team specializing in helping to resolve concerns such as yours. Any time your bill may increase you would see that information on your billing statement a month or two before the increase. I'm more than happy to take a look and ensure the billing is accurate if you would like to send us a DM with your full name and address. To send a direct message:

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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2 months ago

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user_gqxhgk

Visitor

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8 Messages

2 months ago

And now they say I consented to an upgraded plan, but I didnt.

They say they have evidence but refuse to show it.

I'm disabled, I would never consent to such a thing because I can't afford it.

And now, I've reported them to both the ftc and bbb.

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user_gqxhgk

Visitor

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8 Messages

Also, the $45 plan was the lowest speed, 3mbps, the $68 plan was 5mbps, and the one they're trying to bill me for is 8mbps. All tested by ookla.

And I don't think I mentioned that I'm disabled and could not conceivably afford the $90 plan. Why would i consent to it?!

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2 months ago

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user_gqxhgk

Visitor

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8 Messages

2 months ago

The ONLY reason I have EVER called you is to COMPLAIN about how high my bill was and to find a LOWER plan.

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XfinityMatthew

Official Employee

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957 Messages

That is what we are showing for the original promotion, and it would have been broken down in the initial approval you did when you signed up for that plan. If you have filed with the FCC and BBB then that approval or any other documentation would be provided as part of their investigation.

I am an Official Xfinity Employee.
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2 months ago

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user_gqxhgk

Visitor

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8 Messages

I want to hear the recording you have of me consenting to an upgraded plan.

You won't find it, because it doesn't exist, but try anyway.

Because why would I consent to a plan I can't afford?!

I've mentioned that I'm on SSD and live by myself, right? 🙄

Seriously though, I want to see you 'evidence', and I assume the public and the judge want to see it too.

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2 months ago

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user_gqxhgk

Visitor

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8 Messages

You sell plans, rather than offering a consistent rate, because you raise the price when it runs out, rather than consulting with the customer, then force them to pay the new amount, whether they want it or not.

I think that sums up your business model fairly well.

The only thing I ever consented to was $45 a month. I called repeatedly to get a lower rate, and got stonewalled every time. And despite all of that, you raised my rate yet again.

Without consent.

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2 months ago

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user_gqxhgk

Visitor

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8 Messages

12 days ago

So, I'm gonna break this down one more time.

I have never consented to anything beyond the initial plan that was $45.

My rate went up at the end of the year, and I called several times throughout the second year to complain and find a lower plan.

I did not consent to a higher rate, you forced it on me.

On top of that, you sent me a 2nd modem, for no apparent reason and without any explanation.

I did not consent to a 2nd modem, you sent it just to charge me more.

At the end of the second year my rate went up again, to a rate I can't afford.

I have $5 a day for food, I had to go without food for a few days because you stole my money.

I did not consent to a rate I can't afford, who would?!

You're common thieves and liars, and I would rather spend thousands in court fees than to give you a single nickel.

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My experience with xfinity

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XfinityMatthew

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