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Originally Posted by thebollaros
Has anyone else had problems with xFinity and their billing practices?
We were told we would be informed if there was going to be a charge for a new hookup. Tech came, connected wires, and, left. Next bill...$100 charge. Try calling and get a former telemarketer on the line. They talk and don't listen. This chick must have been a parrot in a former life. All she does is constantly repeat herself. Changing to Spectrum. Poor customer service.
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My experience with xFinity has been good here, so far. We signed up at a one-year introductory rate of $75 per month, the total including all the charges, taxes, etc. which were specified to us ahead of time. We were aware that it was going up after one year and it did, to $102 or so a month. Installation was free. We did have one issue about four months into the contract; some problem or other on the wiring leading up to the house and there was a $100 dollar charge for that service call, but as far as I know that would be the case for any company. To their credit the tech spent at least four hours here getting things sorted out, and noticed that I didn't have the most current router so he supplied a new one that is a lot quicker than the old one, free--and he helped me set it up.
We did have one problem. I received a past-due notice for my bill about last April after I had sent the check about two weeks before the due date, and had the same experience trying to call them. But after striking out with their call-center person (English probably as a third language and was progressively harder to understand as the call went on) I used a technique pretty much guaranteed to work. I sent a letter (paper, not Email) to their main office with a copy to the local office. The address for both is online though you may have to hunt a bit for the main office address: Pennsylvania or some place near there. About three days later I received a call from someone at their main office. I pointed out that my check had cleared my bank the same day I had gotten the past-due notice, and he had no problem removing the past-due charge.
So far, I like xFinity. No nasty surprises and excellent service. Customer Service leaves something to be desired (those call centers located it seems in downtown BFE are beyond annoying) but there are always ways around that.