Visitor
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2 Messages
Scammy Xfinity will simply no longer honor a plan change I requested
Called Xfinity in June 2025 to change my plan from 1300mbps at $120/mo to a 400mbps at $45/mo plan.
Agent assured me that the change order was put in at the time, and I didn't check on it.
Come August 2025, and I realized I'm still on the old plan, being billed at the old price.
I called again, and new agent confirmed they have the call history with me, but the order never went through for some reason.
New agent says the 400mbps at $45/mo plan is simply no longer available in the system, she cannot do anything about it, and Xfinity will not honor the old discussion.
DESPITE Xfinity making the mistake of never applying the change I request, they'll just shift the burden to me.
The new lowest possible plan is 500mbps at $70/mo, including all possible promotions and auto-pay discount.
500mbps at $70 is $0.14 per mbps, while 400mbps at $45 is $0.1125 per mbps.
That's a 25% price hike, and $300 more per year.
I ended up taking the 500mbps at $70/mo plan for now, because I cannot still pay $120/mo, but I cannot understand how this is legal.
Why doesn't Xfinity simply keep doing this in the future repeatedly? "Oops we forgot to apply your plan change, so now you have to take this more expensive plan!"
Filed an FCC complaint, and I might as well just change to a wireless 5G service.
EG
Expert
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113.2K Messages
22 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityBradM
Official Employee
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1K Messages
22 days ago
@yobanul After every change is completed a confirmation email is sent to the email address registered with your Xfinity ID within the hour as well as monthly statements to confirm changes and prorated charges/credits. Yearly price adjustments help us consistently improve our products and services, strengthen our network, invest in new technology, and cover the rising costs to our business. If you could please send me a DM with your first and last name along with your full-service address, we can get started looking at options from our end.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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/3KQF8q9 for an example.
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