By the gig price increase

@XfinityThomasA​ 

[Edited: "Personal Information"]

@XfinityThomasA​ 

As requested

[Edited: "Personal Information"]

Tried to follow the quideline and could not. How do I send a secure message ?

Hi there @BobbySevenSevenSeven. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

@chi_guy501 The reason for the confusion is because Xfinity Mobile chose to leave old outdated information in the disclosure. However, if you look at the last bullet under the By the Gig section, it does state;

• Effective March 22, 2024, By-the-Gig data will be sold in 1 GB increments at $20 per GB. New and existing customers who elect to add lines to their plan will be charged a one-time $25 per line set-up fee.

This essentially covers it. However, it could have been worded better, and the old outdated info stripped from the disclosure.

@DreamSayerZ​ 

No, you are reading the disclosures incorrectly.  In fact, that reference to the rate increase to $20 as of 22 March 2024 confirms that the grandfathering shown in the previous sections is current.

The three sections under "By the Gig" in the disclosures show the tiering of rates at $12, $15, and $20 depending on when the service was established (provided said service remains uninterrupted and unchanged).

There can be no ambiguity unless you choose to totally disregard the first two sections.

Regarding my comment above that under the new $20 per GB pricing plan "the charge for an additional GB of data is not incurred until the user reaches the threshold of 200MB overage," I have discovered that this may not be currently applied to existing accounts.

As it happens, my sister's two-line BtG plan reached the 1.01GB data level two days ago and was immediately assessed the fee increase from $20 to $40.  This despite XM's explanation on their How does By the Gig work? webpage that "If you go over your chosen 1 GB and you've reached 1.2 GB of usage, you'll be charged $40 instead of $20."

I reported this discrepancy today to XM telephone support (and will amend my FCC complaint to include this new wrinkle).  The XM CSR confirmed the confusion, promised to report it to technical support and issued a $15 credit to the account for the inconvenience. 

It could be that XM is restricting the new higher overage threshold to new or 5th generation plans despite having imposed the increased $20 per GB fee universally; but that would be particularly insidious IMHO.  Rather, I suspect it is just another instance of a SNAFU in their historically and notoriously glitchy billing system.  We shall see, but in the meantime, caveat emptor.

I was told the same thing, and I also never received an email about the price increase.

I too was never included in any disclosure of the price increase, I suggest a class action suit be brought, I'm sure this is a violation of the CPA (consumer protection act).  I'm calling our company lawyer today.

At the store only offered an upgrade to a three gig data plan- no grandfather pricing 

@user_1ac3vw​ 

Bear in mind that the shared 3GB ($35) and 10GB ($65) options are only available to users on previously established plans.  Anyone on the current, fifth generation By the Gig plan is limited to the new standard rate of $20 for each GB of data or fraction thereof beyond 0.20GB.

@user_1ac3vw​ 

I didn’t know I had a choice so switched to 3 GB for $35 after getting an $80 bill. I usually get $25-$50 at most 

I may just leave Xfinity because I feel like they create confusion to benefit themselves. 

Hi @kayakannie Thank you for reaching out on the Xfinity community forums. You can manage your data plan on the Xfinity app and decide which works best for you. We appreciate you reaching out and sharing your experience. 

I had an issue with not being able to text or get VM Audible this spring. I did all the troubleshoot ing.  And because nothing worked, they were to send me a new sim.  I never received, so I went to store.  They had to delete the supposed card sent me and issue a new sim.  All worked.  Then my bill went up 8 dollars in May, no notification via email or contact. This should never have happened or had been allowed to happen according to my contract. I should have been grandfathered in at 12 dollars.  Xfinity please correct my account.

@user_mmu2nh Hi there! Thanks for commenting on our Xfinity Forums. I'm sorry to hear that the phone is behaving that way. Does the phone seem to have no service in all locations or is it more specific to certain areas? 

@user_mmu2nh​ I have the same issue.  I have the worst service unless I am in a wifi zone.  it's like when I really need the phone, I have no signal unless I have wifi.  But yet for the first time since I have had my plan with XM, I went over a gig.  I'm not a 13-30 year old who lives to be on my phone every second of the day.  I mostly have a wifi signal so I don't use data, and if I don't have a wifi signal, I don't use the phone for anything but calls and texts.  I was shocked to get a $40+ bills.  I am thinking of leaving, as my price have increased twice now since I have been with XM and $20 for 1 gig that I barely use is still to much.  I know what they'll say when I tell them that I don't like the idea of paying $40+ if I happen to go over that 1st gig, the'll be like, "well you can get up to 3 gigs for $35".  But they would miss that fact that I don't even want to pay the $20 I am now being charged.  For the usage I had, $12/gig was perfect.  not $20, too much.  I was also never sent any message about a rate increase.  I have now seen the $20+ twice, and I just thought the first time I had gone over 1 gig, then seeing it the 2nd time, I checked the bill and was shocked to see the increase. To much to pay for crappy service.  

Hello, @nhbluejay. I completely understand the importance of having a reliable service and I'd be more than happy to look into your billing concerns. Please send a DM with your full name and full service address to assist.

Here's the detailed steps to direct message us:

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@dmu1​ 

Pricing can depend on your account status and possibly also your service area.  Here are support article links for general pricing guidelines and other pertinent info:

By the Gig:  https://www.xfinity.com/mobile/support/article/how-does-by-the-gig-work

Unlimited Data:  https://www.xfinity.com/mobile/support/article/how-does-unlimited-data-work

Thanks @user_c04395 but the price of the unlimited is different than what an agent told me in chat. I’m currently charged $50 for two unlimited lines per month 

I too found the directions for a direct chat don't match up.  Did do the live chat option.  Email came in March, but not from the same address that Xfinity sends mobile messages.  When asked why there was an increase I was told "It was because Xfinity introduced new generation plan in order so that the customer can get better connectivity and services".  When I asked if I was getting these benefits, after some iteration the answer was no.  So everyone who had a plan is paying more to provide actual benefits for people joining now on the new generation plans.  Very disappointing.

I too found the directions for a direct chat don't match up.  Did do the live chat option.  Email came in March, but not from the same address that Xfinity sends mobile messages.  When asked why there was an increase I was told "It was because Xfinity introduced new generation plan in order so that the customer can get better connectivity and services".  When I asked if I was getting these benefits, after some iteration the answer was no.  So everyone who had a plan is paying more to provide actual benefits for people joining now on the new generation plans.  Very disappointing.

@user_9a7685​ 

You can always upgrade your service to the fifth generation plan if you wish by contacting an XM rep (e.g., call, chat, or visit your local Xfinity Store). 

You will then have access to all of those added benefits for the same BtG price.  You will lose the 3GB (@$35) and 10GB (@$65) bundle options, but OTOH you should not get charged for an extra GB until you cross the 0.20 GB threshold, FWIW.

https://www.xfinity.com/mobile/support/article/how-does-by-the-gig-work

Hello @timsneed1, thank you for taking the time to reach out on social media.  I understand your concern with the phones, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address.

To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

@user_y8vf5s​

If you are referring to the fee increase in the By the Gig plan, which is the subject of this thread, then that is the sole purview of Xfinity Mobile.  I assume that the 2-year contract you mention is with Comcast Cable, not Xfinity Mobile.  AFAIK, the latter does not tie you in to a term agreement beyond month-to-month service.

But if you can provide more detailed information about your particular services, perhaps someone can provide better guidance in clearing up any questions that may persist.