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user_ctvlhs
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Thursday, December 25th, 2025 11:46 AM

Internet plan change confirmed but never activated

I called about two months ago and had a great conversation about upgrading my internet plan while also lowering my costs.  I confirmed a new plan and rate on call and was expecting to see a reduction on next bill .  I never did see a reduction so i called back and agent had no record of call?   What can be done to verify call .  Xfinity has recorded lines and this should not happen .

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Updated 

4 days ago

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XfinityJoe

Official Employee

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1.1K Messages

8 days ago

Good morning @user_ctvlhs we would be happy to look into this with you. 

Please send us a DM with your full name and address to Xfinity Support. 
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" (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

See https://comca.st/3kYXwkR for an example

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user_ctvlhs

5 Messages

Please just honor the plan that was agreed to on a recorded line. 
why do I need ro go start another message .  It’s as bad when I call and each person I talk to is brand new and I need to explain the issue over and over again. Why is this the way customers are treated? 

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4 days ago

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user_ctvlhs

5 Messages

Fast forward two months from this rate change on my account and now I am all of a sudden over on data and paying $10/ gb… no option but to go to att.

thanks. 

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4 days ago

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XfinityJon

Official Employee

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901 Messages

Good afternoon user_ctvlhs. We would be happy to look into this, and to assist you further. We would need some additional information. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

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 and 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

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4 days ago

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