Comcast / Xfinity review: Xfinity packages

I signed up for the new promotional deal. The promotional deal included an additional telephone with a single number. There would be NO loss of current services. I was lied to since I later discovered that the telephone device was an extra monthly charge, and I lost three movie channels.

I contacted infinity new deal department and discussed this with a wonderful assistant. She reviewed the canceled package and explained that I lost the 3 channels and would be required to pay a separate monthly telephone charge. She could not transfer me back to my original package. She added the three movies back to this new package but now my new bill is 364 dollars. This is a 13-dollar monthly increase compared to the original package cost, had I done nothing. Through her assistance, I was able to cancel the telephone and return it to infinity.

This issue and increase happened because I was misinformed or lied to. I now have a 364-dollar monthly bill which is higher than the original bill. I’ve attached a copy of the conversation with the live assistant to prove what I am complaining about. It reveals misleading and lying just to sell another package.

Live agent: Hi John, thank you for contacting Xfinity. My name is Augusta. How may I help you today?

why my monthly bill jumped 45 dollars?

As a consumer myself, I understand your concern. Be rest assure I am here for you and I assure you I will definitely help you today with all my best possible ways.

To proceed further, may I have your full name, address and active calling number to verify the account? Just to inform help me with your best calling number so that in case if we disconnected, our team will call you with the same and make sure it should not be on voice mail.

John Yesis, 2289 Club Lake Drive, Orange Park FL 32065 [protected] or [protected]

Perfect thanks for the details, you've reached the right person. I'm happy to help today. Can I take 1-2 minutes of yours to review the account :)

ok

Meanwhile, I am working on your account may I know how is your day going on so far?

great. i also woul like to check if there is a cheeper rate based on what services i'm receiving?

I do understand your feelings and I do feel your time and energy as I am also a customer by the end of the day.

Be rest assure i will try to fix everything as quick as i can.

I just started my shift and glad to have you as my first customer today. Was just sipping a cup of coffee now and wanted to ask do you like coffee as well :)

yes

I wish I could serve you tea and coffee while you are waiting here hehe :)

Thank you so much for waiting. I apricate your time and patience :)

Upon checking your account I can see that your currently using 1000mbps with limited data with 185+ channels with voice service for $355.07 am I correct?

yes

Perfect, thank you for confirming.

Firstly let me tell you the reason for the increase in bill

As I checked into your account I can see that your promotional plan has been expired which is why your plan price has been increased. Also as such of now you are on the best plan for the service which you are getting in your account

what about another promotion plan?

However while I am working on your account, I can see an EXCLUSIVE deal reflecting on your account, which will help you to save your hard earned money. Should I tell you about it?

yes

The amazing offer that I have just found in your account is that not only on internet I can save your Hundreds of Dollars in a year with Xfinity Mobile :)

Just a general question may I know how many lines are you using and how much you are paying for them. So that I can save more for you? Just to inform you I am not trying to sell you anything I just want my customer to pay best for available in market.

why can i talk to an agent on the phone to review and make another plan?

I would love to call you but as you are connected to chat billing support. Today I can assist you here but be rest assure you are connected to the correct person, I will surely help you today :)

i can better understand on the phone

can you call me

John, let me share the whole deal with you so that you can get the better understanding as I would have loved to call you but as we belong to billing Chat Department we can communicate via chat only.

what is your proposal for a new and cheaper plan

Today we have an active PROMOTIONAL DEAL in this deal includes same service 1000mbps with UNLIMITED data with 185+ channels with voice service and a brand new mobile device (Motorola moto g play ) along with a new mobile line ( unlimited text, calls and 1gb data ) for just $333.72 per month after all taxes and fees, of auto pay by bank and everything is included in this $333.72 and there is no hidden charges.

Being your billing advisor my only motive is to save your money and I have specially customized for you as this plan includes with internet for $339.56 where you will get $25 discount for mobile and auto pay by bank, so the mobile line will cost you $15.00 with the device is $4.16 and the total bill will be $333.72

So you are saving $23.00 a month and be rest assured assure the plan which I have shared with you is customized promotional deal for valuable customer and everything is included with the package and this will not impact your current provider, as this is for you have better experience with Xfinity service

So the final cost for you is $333.72 with one time taxes for the device which is raised by Us government today, where as Xfinity will only charge $333.72/month.

Sounds good?

what do i do with another line?

John as it is included with the same plan as this is for you have better experience with Xfinity service

Also being the PLATINUM CUSTOMER from 8 years, 9 months with Xfinity, and being your advisor I am helping you with additional discount for 12 month for $25/month so your whole plan will look like 1000mbps with UNLIMITED data with 185+ channels with voice service and a brand new mobile device (Motorola moto g play ) along with a new mobile line ( unlimited text, calls and 1gb data ) for just $300.00 per month after all taxes and fees, of auto pay by bank and everything is included in this $300.00 and there is no hidden charges.

Being your billing advisor my only motive is to save your money and I have specially customized for you as this plan includes with internet for $305.84 where you will get $25 discount for mobile and auto pay by bank, so the mobile line will cost you $15.00 with the device is $4.16 and the total bill will be $300.00

I hope this will work for you :)

what is this: new mobile device (Motorola moto g play ). please explain

Sure as it is the new 5G mobile which is included in the same plan for $300/month with Display Enjoy more fluid screen updates whether you’re playing a game or scrolling a web page. With a 90 Hz refresh rate, it’s smooth and seamless with little lag. The 6.5-inch HD+ display gives you maximum viewing thanks to a 20:9 aspect ratio.

Storage: Never give storage a second thought. With 64GB built-in storage,⁴ you have tons of room for photos, movies, songs, apps, and games. And you can always add up to 1TB more using a microSD card.⁵ 4GB of RAM

Make sure the ones that matter always look their best. Take stunning pictures, portraits, and close-ups - even capture video and photos with rear and front cameras at once. Main Camera: 50MP; Macro: 2MP; Depth: 2MP; Front 13MP

So John with this plan you are saving $55/month with Unlimited data as well as you are currently on the limited data with same service with no change with new device and new number

So the final cost for you is $300.00 with one time taxes for the device which is raised by Us government today, where as Xfinity will only charge $300.00/month.

Saturday 12/9 12:00 PM

ok along as ther eis no loss in services that i'm receiving now

Perfect move

I am sending you a secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?GJKPyw32c2zvTQW4mQ4ntN

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Looks like you were able to complete the form successfully!

now what?

I am working on it John

John your estimated pay for today is for $11.66

I am sending you another secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?2G8Mydv6T8Qk71mke2tqwV

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

you already have this information in my account?

Yes you are correct as this information will be save to your mobile account with this as the details are masked be assured ***

Looks like you were able to complete the form successfully!

Perfect! I would like to inform you that I have share the consent with you on the same number : [protected] please review it and approve it by clicking on I AGREE :)

The device which you are getting along with the plan that will be locked in with Xfinity for next 24 months, after 24 months, it will be unlocked and even if you cancel the servivces after 24 months you do not have to return the phone as that will be completely yours. However if you cancel the services within 24 month then you need to pay off the device for the remaining months.

Your order have been processed, however before shipping as an authentication check. You may receive a confirmation email or call from number [protected]) or text verification from number [protected]) within 30-60 minutes to verify the order from , you will have 72 hours to complete the verification. I would request you to please complete it so that the order shipment pass the review and your phone/sim can be delivered within 2 business days or the order will get cancelled.

The new phone and sim cards will be delivered to you in 2 business days and you can call on [protected] to activate the SIM cards and I would request to activate it as soon as you get the SIM cards to experience the most reliable 5G network and there will just be one time activation fee of $10 for per mobile line.

As you are receiving $15 monthly discount on your Internet bill to add the mobile line. If you cancel all the mobile line before 12 months the mobile discount to the Internet bill will also be removed

Once the order is placed, You will be getting the new sim cards and device in 3-5 working days and once you have got the sim cards, You just need to contact us through call on [protected] and our team will help you in activating the mobile line.

Order completed successfully!

A receipt for order

#[protected]

has been emailed to

[protected]@hotmail.com

Now I am sending you the consent for the same for internet on the same number

why does it say equipment and services cancelled

Be assured you are getting the same services with no change in any equipment and service and your monthly fee will be $300/month after approval

Do let me know once you approve the consent so that I can share the order id with you

waiting for the digital to process it says this should take a moment

Please take your time :)

iis the link working

Please check

i dont think the link you sent is working

Let me resent it to you :)

John, I have emailed your order summary. Please review the information and approve by clicking 'I Agree'. Once completed we can finalize your order.

I hope you have got the consent John

wait...i i am realy confused... are you transferring a cell phone line from t mobile to xfinity?

No John

Let me explain you and clear your confusion

then why is the email asking me for a number to transfer?

You do not have to transfer any of your number be assured

As there is no connection with your t-mobile also this is a customized deal everything is included in the same plan from XFINITY

Also the consent is full of information so be assured that is not for you

I hope this made you clear

You are getting new device and new number so you do not have to transfer any of your number

where is the agreement to sign

I have shared the agreement for the same to your mobile as it is the combo plan for mobile and internet your everything will be for $300/month

not finding where i check i agree

Let me share it to your email id

I have emailed your order summary. Please review the information and approve by clicking 'I Agree'. Once completed we can finalize your order.

John have you got the email?

yes

i checked agree and its processing

Awesome, Its successfully approved from my end and I really hope you will surely gonna enjoy your new package and have fun with your family here is your order id:[protected] :)

Lastly John, would like to inform you that once you will get the device do activate the line as after that only your discount will get applied to your internet bill and your monthly bill will be for same as per promise. So that you do not face any hassle in future and here is our chat is for you for future reference : [protected] sounds good :)

Lastly John, would like to inform you that once you will get the device do activate the line as after that only your discount will get applied to your internet bill and your monthly bill will be for same as per promise. So that you do not face any hassle in future and here is our chat is for you for future reference : [protected] sounds good :)

all finished?

Yes finally we are all set for today JohN

ok thankyou

However just a final reminder do activate the line and device once you receive

As after that only you will get discount for $15/month and $25 as well

Be assured you are getting the same services with no change in any equipment and service and your monthly fee will be $300/month after approval

Saturday 12/9 11:32 AM

ok along as ther eis no loss in services that i'm receiving now

Perfect move

I am sending you a secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?GJKPyw32c2zvTQW4mQ4ntN

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Looks like you were able to complete the form successfully!

now what?

I am working on it John

John your estimated pay for today is for $11.66

I am sending you another secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?2G8Mydv6T8Qk71mke2tqwV

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

you already have this information in my account?

Yes you are correct as this information will be save to your mobile account with this as the details are masked be assured ***

Looks like you were able to complete the form successfully!

Perfect! I would like to inform you that I have share the consent with you on the same number : [protected] please review it and approve it by clicking on I AGREE :)

The device which you are getting along with the plan that will be locked in with Xfinity for next 24 months, after 24 months, it will be unlocked and even if you cancel the servivces after 24 months you do not have to return the phone as that will be completely yours. However if you cancel the services within 24 month then you need to pay off the device for the remaining months.

Your order have been processed, however before shipping as an authentication check. You may receive a confirmation email or call from number [protected]) or text verification from number [protected]) within 30-60 minutes to verify the order from , you will have 72 hours to complete the verification. I would request you to please complete it so that the order shipment pass the review and your phone/sim can be delivered within 2 business days or the order will get cancelled.

The new phone and sim cards will be delivered to you in 2 business days and you can call on [protected] to activate the SIM cards and I would request to activate it as soon as you get the SIM cards to experience the most reliable 5G network and there will just be one time activation fee of $10 for per mobile line.

As you are receiving $15 monthly discount on your Internet bill to add the mobile line. If you cancel all the mobile line before 12 months the mobile discount to the Internet bill will also be removed

Once the order is placed, You will be getting the new sim cards and device in 3-5 working days and once you have got the sim cards, You just need to contact us through call on [protected] and our team will help you in activating the mobile line.

Order completed successfully!

A receipt for order

#[protected]

has been emailed to

[protected]@hotmail.com

Now I am sending you the consent for the same for internet on the same number

why does it say equipment and services cancelled

Saturday 12/9 12:00 PM

ok along as ther eis no loss in services that i'm receiving now

Perfect move

I am sending you a secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?GJKPyw32c2zvTQW4mQ4ntN

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

Looks like you were able to complete the form successfully!

now what?

I am working on it John

John your estimated pay for today is for $11.66

I am sending you another secure link to start the order preparation, Please fill in the details to proceed, and the details will be masked as *** from our end as well.

Your personalized secure data link: https://iguard-po-1pp.slb.comcast.com:9443/ui?2G8Mydv6T8Qk71mke2tqwV

Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process

you already have this information in my account?

Yes you are correct as this information will be save to your mobile account with this as the details are masked be assured ***

Looks like you were able to complete the form successfully!

Perfect! I would like to inform you that I have share the consent with you on the same number : [protected] please review it and approve it by clicking on I AGREE :)

The device which you are getting along with the plan that will be locked in with Xfinity for next 24 months, after 24 months, it will be unlocked and even if you cancel the servivces after 24 months you do not have to return the phone as that will be completely yours. However if you cancel the services within 24 month then you need to pay off the device for the remaining months.

Your order have been processed, however before shipping as an authentication check. You may receive a confirmation email or call from number [protected]) or text verification from number [protected]) within 30-60 minutes to verify the order from , you will have 72 hours to complete the verification. I would request you to please complete it so that the order shipment pass the review and your phone/sim can be delivered within 2 business days or the order will get cancelled.

The new phone and sim cards will be delivered to you in 2 business days and you can call on [protected] to activate the SIM cards and I would request to activate it as soon as you get the SIM cards to experience the most reliable 5G network and there will just be one time activation fee of $10 for per mobile line.

As you are receiving $15 monthly discount on your Internet bill to add the mobile line. If you cancel all the mobile line before 12 months the mobile discount to the Internet bill will also be removed

Once the order is placed, You will be getting the new sim cards and device in 3-5 working days and once you have got the sim cards, You just need to contact us through call on [protected] and our team will help you in activating the mobile line.

Order completed successfully!

A receipt for order

#[protected]

has been emailed to

[protected]@hotmail.com

Now I am sending you the consent for the same for internet on the same number

why does it say equipment and services cancelled

Be assured you are getting the same services with no change in any equipment and service and your monthly fee will be $300/month after approval

Saturday 12/9 11:32 AM

Your bill details

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, Fees and other charges: $32.10

Total balance due: $351.25

Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, review my monthly bill

Yes, learn about Xfinity service price change

It's something else

No thanks, I'm finished

why did my bill jump 45 dolloars?

A few different things on your bill have changed.

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, fees and other charges: $32.10

Total balance due: $351.25

It looks like your balance is $45.05 higher than last month.

Please note: Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, view my monthly bill

Yes, learn about Xfinity service price change

I want to adjust my plan

No thanks, I'm finished

Your bill details

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, Fees and other charges: $32.10

Total balance due: $351.25

Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, review my monthly bill

Yes, learn about Xfinity service price change

It's something else

No thanks, I'm finished

yes

I'm having trouble following our conversation. Please type a message and follow the prompts presented.

Your bill details

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, Fees and other charges: $32.10

Total balance due: $351.25

Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, review my monthly bill

Yes, learn about Xfinity service price change

It's something else

No thanks, I'm finished

Agent

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing

Internet

TV & Streaming

Xfinity Voice

Xfinity Home Security

Activation

Billing

How can I help you with your bill?

Payments

View my bill

Explain my charges

Chat with an agent

Explain my charges

A few different things on your bill have changed.

Regular monthly charges: $319.15

One-time charges: $0.00

Taxes, fees and other charges: $32.10

Total balance due: $351.25

It looks like your balance is $45.05 higher than last month.

Please note: Effective with your next billing statement on or after December 18, 2023, we estimate the monthly price of your services will increase by $9.35.

Would you like more detailed info?

Yes, view my monthly bill

Yes, learn about Xfinity service price change

I want to adjust my plan

No thanks, I'm finished

No thanks, I'm finished

OK. I hope that helped! Thanks for chatting with me today.

speak to an agent

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

Billing

Internet

TV & Streaming

Xfinity Voice

Xfinity Home Security

Activation

Billing

How can I help you with your bill?

Payments

View my bill

Explain my charges

Chat with an agent

Chat with an agent

OK. I'll put you in touch with a live agent now.

Connected to a live agent

Now chatting with Augusta

Live Agent Chat started