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user_rew6bl
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5 Messages

Thursday, July 16th, 2026 8:33 PM

Wrong Information

I have been having issues for weeks. I upgraded my plan, was told it would cost 1.00 more than what I currently paid. False-it costs 15$ more, and did not come with the extenders. Every time I try to chat or call, customer service cannot help.

[Edited: All Caps]

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15 days ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

17 days ago

Good afternoon @user_rew6bl, and thank you for reaching out on our Community Forums regarding your concerns about your recent plan change. We appreciate you bringing this to our attention.
 

I see that you mentioned the monthly cost is higher than expected and that you believed WiFi extenders would be included, but they are not. To better understand your situation and provide the most accurate information, can you please confirm whether you signed up for Xfinity Pro?

 

 

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user_rew6bl

Visitor

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5 Messages

Yes. Because it was supposed to be a dollar more than what I already paid, and come with 2 extenders

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17 days ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

Thank you for confirming that @user_rew6bl. To receive an Xfinity Pro WiFi Extender, you'll first want to run a WiFi Health Check in the Xfinity App. If the results indicate it's needed, you may qualify to receive up to two extenders at no additional cost. Have you had a chance to run the WiFi Health Check yet?
 

I also see that you mentioned you expected the service to cost about $1 more per month rather than $15, and I'm sorry to hear that the increase was unexpected. The standard rate for Xfinity Pro is $15 per month. To help us better understand what occurred, can you confirm whether you received and approved an order approval link that outlined the Xfinity Pro add-on and its associated monthly charge?

 

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 as Best Answer.tick

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17 days ago

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user_rew6bl

Visitor

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5 Messages

We have a technician coming in the morning. All the tests have come back fine on the app, but it’s not accurate. The app says one thing and our computers/tv’s say another. 
I am not sure if I did or not

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17 days ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

Thank you for confirming that you have a technician coming tomorrow morning @user_rew6bl. We definitely want to help ensure that any service issues you're experiencing are fully resolved.

 

Would it be okay if we checked back in with you after the appointment to see how everything went and whether the technician was able to address your concerns?

 

Also, did you happen to receive an order confirmation email regarding the service changes? Please let us know if you'd like to keep it on your account and if not, we can assist with making those changes. Before you decide, please feel free to review the following link with more information on our XFINITY Pro add-on https://www.xfinity.com/learn/internet-service/xpro.

(edited)

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 as Best Answer.tick

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17 days ago

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user_rew6bl

Visitor

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5 Messages

I do not feel comfortable confirming these things in a public forum. You’re welcome to call me, I’m sure you can tell which account I am. I asked repeatedly for someone to call me during agent chats, and no one ever did. 

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17 days ago

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user_rew6bl

Visitor

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5 Messages

15 days ago

Not much help. Still no extenders, and the wires from the outside box down the road into the house need to be redone. Was told to get back in touch if we still have issues. I’m tired of reaching out with no resolutions, and now ima have a service tech fee I’m sure. 

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XfinityRay

Official Employee

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4.1K Messages

We are able to stay with you to ensure all of your concerns are resolved, @user_rew6bl. You would not be starting over explaining things to get this all turned around. Our direct messages are private and your information is secure there. If you are comfortable, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

How to Send Us a Direct Message:
1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon. 
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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 as Best Answer.tick

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15 days ago

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