PERFORMANCE PLUS
Internet Performance Plus
$39.99 / mo
$39.99 per month for 12 months.
Equipment & Services
Blast!® Pro Internet
$22.34 / mo
$22.34/mo for 12 months, then regular rates apply
xfinity Chat Transcript
CHAT STARTED AT Jan 17, 2018 8:44:29 PM
8:44 PM Caleb : My bill doesn't reflect the 12 month agreement for PERFORMANCE PLUS
Internet Performance Plus $39.99 per month for 12 months plus Blast!® Pro Internet
$22.34 / mo
Internet Performance Plus $39.99 per month for 12 months plus Blast!® Pro Internet
$22.34 / mo
---You are now chatting with Janice Sobe---
8:44 PM Janice Sobe :
Hi Caleb, thank you for contacting Xfinity Chat Support. My name is Janice Sobe. Please give me a moment to review your account information.
Hi Caleb, thank you for contacting Xfinity Chat Support. My name is Janice Sobe. Please give me a moment to review your account information.
8:45 PM Janice Sobe : Let's pull up your account and check this for you.
8:45 PM Janice Sobe : For security purposes, please confirm if you are the account holder and provide the following information:
1. First and Last Name.
2. Phone Number registered on the account.
1. First and Last Name.
2. Phone Number registered on the account.
8:45 PM Caleb : Caleb
8:45 PM Janice Sobe : Thank you. Would it be okay if I will place you on a brief hold for 2 minutes to pull up and check your account?
8:45 PM Caleb : that is fine
8:46 PM Janice Sobe : Thanks!
8:46 PM Janice Sobe : While urgently pulling up your account, may you provide your preferred email address for account informational updates.
8:46 PM Caleb : it's fine as is
8:47 PM Janice Sobe : Thank you.
8:48 PM Janice Sobe : Checking on the account, I see that you are signed up for promotional internet rate of $39.99 plus Blast Pro speed upgrade for $30
8:50 PM Caleb : on Nov 16 I signed up for $39.99 plus blast! pro for $22.34/mo
8:52 PM Janice Sobe : I will further check on that
8:53 PM Janice Sobe : Checking here I see that the speed upgrade price of $22.34 was your step up rate for your previous promotional offer for the speed upgrade to Blast Pro which was included on your previous bundle.
8:54 PM Janice Sobe : Now that the promotion have expire and roll off to regular rate of $30
8:55 PM Caleb : no, this was a new promotion for 12 months. I have the confirmation email from xfinity
8:56 PM Janice Sobe : Yes, the new promotions was for the Performance Internet service which was for 39.99 but the speed upgrade to Blast Pro was a part of your previous rate.
8:57 PM Caleb : Here is the a copy and paste from the email confirmation from xfinity on 11/16: Blast!® Pro Internet
$22.34 / mo
$22.34/mo for 12 months, then regular rates apply
$22.34 / mo
$22.34/mo for 12 months, then regular rates apply
8:58 PM Janice Sobe : That was a part of your previous internet promotional rate that you have signed up last 12/14/2016
8:59 PM Janice Sobe : That was previous offered for $20/mo
8:59 PM Janice Sobe : the promotion for that have expire last 12/14/2017 and it has rolled off to regular rate of $30
9:00 PM Janice Sobe : The rate of $22.34 last November was the step up rate, before it roll off to regular rate of $30 which reflected on your December bill.
9:03 PM Caleb : for the previous year I have been paying 30-10 ($20) for the Blast! Pro Internet. Someone must have given me a special promotional rate of $22.34
9:04 PM Janice Sobe : The rate of $22.34 was the step rate of the promotion for the speed upgrade to Blast Pro
9:05 PM Janice Sobe : Step rate is given by Comcast before it roll off to regular rate to prepare customer for the increase in the service
9:06 PM Caleb : Why does the email confirmation and contract I agreed to say "$22.34/mo for 12 months"?
9:06 PM Janice Sobe : The promotion for the speed upgrade to Blast Pro have expire which cause for it to roll off to regular rate of $30
9:07 PM Caleb : Can you see if a supervisor can resolve the price discrepancy of my bill and contract?
9:07 PM Janice Sobe : I have the email that was sent out to you.
9:07 PM Janice Sobe : The pricing for XFINITY Performance Plus Internet Service is subject to the terms of your 12-month term agreement: $39.99 per month for 12 months.
9:08 PM Janice Sobe : Blast!® Pro Internet
$22.34
With up to 200 Mbps download and 10 Mbps upload speeds, XFINITY Internet delivers the best in-home WiFi experience.
$22.34
With up to 200 Mbps download and 10 Mbps upload speeds, XFINITY Internet delivers the best in-home WiFi experience.
9:08 PM Janice Sobe : The agreement of 12 months was for thePerfomance internet rate of $39.99
9:11 PM Janice Sobe : I am aware of your frustration and I want to get this resolved for you.
Are you willing to give me one opportunity to resolve your issue?
Are you willing to give me one opportunity to resolve your issue?
9:14 PM Caleb : My order summary from 11/16/2017 states "Blast!® Pro Internet $22.34/mo for 12 months, then regular rates apply". My Feburary 2018 Blast!® Pro Internet bill is $30/mo. February 2018 is less than 12 months from when by order was placed. So my contract and order is for $39.99/mo + $22.34/mo = $62.33. My xfinity page even showed this initially, then it changed and I called a had it resolved. This is the 3rd time I've had to address this.
9:15 PM Janice Sobe : I will provide you the complete email that was sent out to you.
9:16 PM Janice Sobe : XFINITY PACKAGE
PERFORMANCE PLUS
$39.99
The pricing for XFINITY Performance Plus Internet Service is subject to the terms of your 12-month term agreement: $39.99 per month for 12 months.
$110 Early Termination Fee for Internet applies.
Offer:
A description of the Offer (“Offer”) you have ordered is set forth above. The Offer is subject to the terms and conditions of this agreement (“Agreement”), including the minimum term and early termination provisions under Section 5 below, and Comcast’s Agreement for Residential Services.
PERFORMANCE PLUS
$39.99
The pricing for XFINITY Performance Plus Internet Service is subject to the terms of your 12-month term agreement: $39.99 per month for 12 months.
$110 Early Termination Fee for Internet applies.
Offer:
- XFINITY Performance Plus Internet for $39.99 per month for months 1-12.
A description of the Offer (“Offer”) you have ordered is set forth above. The Offer is subject to the terms and conditions of this agreement (“Agreement”), including the minimum term and early termination provisions under Section 5 below, and Comcast’s Agreement for Residential Services.
9:16 PM Janice Sobe : Term and Conditions
- If you cancel this Agreement within 30 days of the date of service installation/activation, as applicable, you will be billed for the services at the rates specified under the Offer. If you wish to cancel this Agreement, you must call Comcast at 1-800-XFINITY. Upon cancellation you are required to return all equipment provided by Comcast.
If you cancel this Agreement within thirty (30) days of the date services are installed / activated, as applicable, the early termination fee specified in Section 5 shall not apply.
The 30 day period referenced above begins on the date of installation.
9:17 PM Janice Sobe :
- You will receive the services under the Offer for the first 12 monthS from the date the service is activated/installed, at the price specified above. Equipment, activation fee, installation, taxes, and fees are extra, such charges and fees subject to change during and after the term of this agreement. AFTER THE 12 month, COMCAST’S THEN CURRENT APPLICABLE CHARGES WILL APPLY. You agree to maintain the service for 12 monthS (“Term”) with your account in good standing. Comcast is not responsible for lost or misdirected agreements.
9:17 PM Janice Sobe :
- AN EARLY TERMINATION FEE OF UP TO $110.00 SHALL APPLY IF YOU TERMINATE ALL XFINITY SERVICES DURING THE TERM OF THIS AGREEMENT. DURING THE TERM OF THE AGREEMENT, THE EARLY TERMINATION FEE WILL BE REDUCED BY $10.00 EVERY month, BEGINNING WITH THE second month AFTER SERVICE ACTIVATION/INSTALLATION. IN ADDITION, IF SERVICE IS DOWNGRADED, COMCAST’S APPLICABLE CHARGES FOR SERVICE AND EQUIPMENT WITHOUT A 12 month AGREEMENT WILL APPLY TO ANY REMAINING SERVICES. YOU ALSO AGREE THAT FOLLOWING THE 12 month PERIOD, COMCAST’S APPLICABLE CHARGES FOR SERVICES AND EQUIPMENT WITHOUT A 12 month TERM AGREEMENT SHALL APPLY UNLESS SERVICE IS CANCELLED BY CALLING 1-(800)-XFINITY.
9:17 PM Janice Sobe :
- If during the term of this Agreement you cancel Service because you move your residence to a location within a Comcast serviceable area and you reconnect to XFINITY TV, XFINITY Internet, XFINITY Digital Voice or XFINITY Home service within 30 days of disconnection, the amount of the early termination fee will be credited upon proof of installation. To receive the credit, you must contact Comcast by calling, 1-855-487-0252 within forty-five (45) days of service disconnection.
9:17 PM Janice Sobe :
- Services under the Offer are for one outlet (except as may be specified under the above Offer). Comcast’s applicable charges for installation, equipment, and other services not specifically included in the Offer described above (including without limitation, pay per view, and other non-recurring charges) are additional. The provisions of this Agreement supplement the Comcast’s Agreement for Residential Services (as amended in accordance with its terms).
9:17 PM Janice Sobe :
Sincerely,
Comcast Customer Service
- Comcast may rearrange, delete, add to or otherwise change programming or features or offerings contained in the Services.
Customer acknowledges that he or she has been provided with the minimum system requirements necessary for use of the service which are available at http://customer.xfinity.com/help-and-support/internet/requirements-to-run-xfinity-internet-service.
Sincerely,
Comcast Customer Service
9:17 PM Janice Sobe : SP_I_PI25_$39.99x12_1Y_Q315_110ETF
An Early Termination Fee of $110.00 for XFINITY Performance Plus Internet Service will apply if you cancel all services, with the exception of XFINITY Mobile, during the term of the agreement. The Early Termination Fee will NOT apply if you cancel within thirty (30) days of installation and it will decrease every month.
An Early Termination Fee of $110.00 for XFINITY Performance Plus Internet Service will apply if you cancel all services, with the exception of XFINITY Mobile, during the term of the agreement. The Early Termination Fee will NOT apply if you cancel within thirty (30) days of installation and it will decrease every month.
9:18 PM Janice Sobe : Additional Service and Equipments
9:18 PM Janice Sobe : INTERNET
Blast!® Pro Internet
$22.34
With up to 200 Mbps download and 10 Mbps upload speeds, XFINITY Internet delivers the best in-home WiFi experience.
Blast!® Pro Internet
$22.34
With up to 200 Mbps download and 10 Mbps upload speeds, XFINITY Internet delivers the best in-home WiFi experience.
9:18 PM Janice Sobe : Estimated Taxes & Fees
Estimated Taxes, and Government & Other Fees
$0.00
Estimated Taxes, and Government & Other Fees
$0.00
9:18 PM Janice Sobe : Estimated Monthly Bill
Estimated Monthly Bill
$62.33
Current Monthly Charges
$75.83
Due Today
$0.00
Estimated Monthly Bill
$62.33
Current Monthly Charges
$75.83
Due Today
$0.00
9:18 PM Janice Sobe : Legal Disclaimers
I understand and agree that I will be billed for the applicable services and equipment described in this order.
I am at least 18 years old
Equipment, taxes, fees, and other charges are subject to change during your promotion or term agreement.
I understand and agree that I will be billed for the applicable services and equipment described in this order.
I am at least 18 years old
Equipment, taxes, fees, and other charges are subject to change during your promotion or term agreement.
9:19 PM Janice Sobe : And you have provided your approval for that
9:21 PM Janice Sobe : I can provide you a link on your email on how your can view your contract.
9:21 PM Janice Sobe : The contract which you have agreed for the performance internet for $39.99
9:21 PM Caleb : So the "Blast!® Pro Internet
$22.34 / mo
$22.34/mo for 12 months, then regular rates apply" is not true?
$22.34 / mo
$22.34/mo for 12 months, then regular rates apply" is not true?
9:22 PM Janice Sobe : The rate for the Blast pro upgrade was good for 12 month but it was added on your account last 12/14/2016
9:23 PM Janice Sobe : That is the reason why it roll off to regular rate of $30
9:23 PM Caleb : I'm trying to understand why it would say $22.34/mo for 12 month on a new order / contract
9:24 PM Caleb : if it's not from the new order/contract data but the original order date
9:24 PM Janice Sobe : As it was only continued on from the previous promotional rate that you have.
9:24 PM Caleb : Is the other 12month agreement from the previous promotional date?
9:25 PM Janice Sobe : With the speed upgrade, yes.
9:25 PM Caleb : Or are there 2 different date range in close proximity?
9:26 PM Janice Sobe : The promotions that you have for $39.99 started 11/16/2017 and will end on 11/15/2018
9:27 PM Caleb : So part of the agreement is a new contract, but the speed upgrade is not
9:29 PM Janice Sobe : Yes that is correct.
9:29 PM Caleb : How am I supposed to know when reading this contract that only one of the 2 date ranges, which are less than 10 lines apart, was new?
9:31 PM Janice Sobe : The contract was separated on the other charges on the approval that was provided to you.
9:31 PM Janice Sobe : My apologies for the confusion this cause on your end.
9:31 PM Janice Sobe : Here is what I will do now,
9:33 PM Janice Sobe : I will provide a one time credit of $7.66 on your bill for the step up increase.
9:34 PM Janice Sobe : Moving forward now that you are now informed of this increase the speed upgrade charge on your account is for $30
9:35 PM Janice Sobe : My apologies I will make the one time credit for $10.
9:38 PM Caleb : $10 is nice, but I'd like my $91.92 ($7.66) savings that I signed up for. The different date ranges and lack of explanation is confusing and misleading at best.
9:38 PM Janice Sobe : My apologies for that.
9:39 PM Janice Sobe : I will check available promotions here on my end
9:42 PM Janice Sobe :
Thank you for waiting.
Thank you for waiting.
9:42 PM Janice Sobe : I have checked on all possible options for you that would fit your budget on our end.
9:43 PM Janice Sobe : There is no available promotions for speed upgrade to blast with the same rate that you have previously.
9:43 PM Janice Sobe : I do not want us to stop helping you on this.
9:43 PM Janice Sobe : We can check to our sales team for an available promotions for speed upgrade to Blast Pro.
9:44 PM Janice Sobe : I will connect you to them, alright?
9:44 PM Caleb : sure
9:44 PM Caleb : thank you
9:44 PM Janice Sobe : Thanks, please stay online.
9:45 PM Janice Sobe : By the way, I have successfully applied the credit of $10 on your account and this will be reflected on your next month bill statement
9:45 PM Janice Sobe : Also please take note that they will still have to check the available promotions and corresponding eligibility.
9:45 PM Janice Sobe : They can also recommend other options for you.
9:45 PM Janice Sobe : Are there any other issues with your services regarding billing problems that I can address before I connect this chat?
9:47 PM Janice Sobe : Caleb?
9:48 PM Caleb : no, just getting my contract pricing that I signed up for
9:48 PM Janice Sobe : Alrighty, please stay online now
---You are being transferred. Please wait for the next available agent.---
---You are now chatting with Vaishnavi---
9:50 PM Vaishnavi :
Hi CALEB, thank you for contacting Xfinity Chat Support. My name is Vaishnavi. Please give me a moment to review your account information.
Hi CALEB, thank you for contacting Xfinity Chat Support. My name is Vaishnavi. Please give me a moment to review your account information.
9:53 PM Vaishnavi : Caleb, can you please elaborate your concern so that I can assist you.
9:54 PM Caleb : I signed up for Blast!® Pro Internet $22.34/mo for 12 months, then regular rates apply on 11/16 and it has now gone up to $30/mo
9:54 PM Vaishnavi : Thank you for the info.
9:56 PM Vaishnavi : Let me pull up the account to check the details with you.
10:01 PM Vaishnavi : Thank youfor waiting.
10:01 PM Vaishnavi : I apologize, this is taking more time than usual. Would you mind waiting for a couple of minutes while I finish? I would really appreciate it.
10:01 PM Caleb : that's fine
10:03 PM Vaishnavi : Thank you for your understanding.
10:05 PM Vaishnavi : Caleb, as I can see that you are using Blast Pro Internet at $69.99/mo in which you are getting up to 200 Mbps of Internet speed.
10:05 PM Vaishnavi : You are also using your own modem.
10:07 PM Caleb : but i signed up for $62.33/mo internet on 11/16 the price was for a 12 month contract
10:08 PM Vaishnavi : Caleb, as I can see that you were on the promotional deal and the promotion has expired in your account.
10:09 PM Caleb : can I get the promotion again?
10:09 PM Vaishnavi : Let me check the available promotions at your address.
10:09 PM Vaishnavi : Please allow me a minute.
10:11 PM Vaishnavi : Thank you.
10:13 PM Vaishnavi : Caleb, may I please know that how many devices are connected with the Internet at the same time?
10:13 PM Caleb : 2
10:13 PM Vaishnavi : Thank you.
10:14 PM Vaishnavi : Caleb, may I please know that have you subscribed to any cable services and how much you are paying for that?
10:14 PM Caleb : correction, 24 devices. I don't want cable TV
10:15 PM Vaishnavi : That is alright, thank you for the info.
10:16 PM Vaishnavi : Caleb, as I can see that you are using the best available deal of Internet at your address.
10:17 PM Vaishnavi : The promotional deal available is Performance plus in which you will get up to 55 Mbps of speed and it will cost $49.95/mo for the first 12 months.
10:19 PM Vaishnavi :
I haven’t heard from you. I’ll be here for a few more minutes in case there are any questions I may be able to answer for you.
I haven’t heard from you. I’ll be here for a few more minutes in case there are any questions I may be able to answer for you.
10:20 PM Caleb : Those are all the questions I have now
10:21 PM Vaishnavi : Caleb, I am here to provide you with all the details.
10:22 PM Vaishnavi : Caleb, the ongoing promotion at your address for the Performance plus in which you will get up to 55 Mbps of speed and it will cost $49.95/mo for the first 12 months.
10:23 PM Vaishnavi : The gigabit Internet in which you will get up to 1000 Mbps and it will cost $109.99/mo for the first 12 months.
10:25 PM Vaishnavi : The other Internet only deal are available at regular rate at your address.
10:25 PM Caleb : The $62.33/mo for 200Mbps was going to be a fine deal for me
10:28 PM Vaishnavi : Caleb, I understand and you are a valuable customer to us.
10:29 PM Vaishnavi : Please bear with me so that I can search what I can do best for you.
10:30 PM Vaishnavi : Thank you for waiting.
10:30 PM Vaishnavi : I have a great new for you!
10:31 PM Vaishnavi : The Blast Pro deal is available at $59.99/mo for the first 12 months, in which you will get up to 200 Mbps of speed.
10:31 PM Vaishnavi : The deal is with a agreement of 1 year.
10:32 PM Caleb : okay? i was chatting with another person for 45 minutes and they didn't know or tell me about this?
10:33 PM Vaishnavi : Caleb, as we are from Sales department so we can check the details available in our system.
10:34 PM Vaishnavi : Please be assured that I will provide you with this great deal.
10:34 PM Vaishnavi : After 12 months, the deal will cost around $89.95/mo at regular rate.
10:36 PM Caleb : When does the Performance Plus promotion expire?
10:36 PM Caleb : 12 months?
10:37 PM Vaishnavi : Yes, that is correct
10:37 PM Vaishnavi : I will add the deal Performance plus with Blast Pro that comes with 250 MBPS speed at $59.99/mo for 12 months with1 year agreement
10:38 PM Caleb : it expires in January 2019?
10:39 PM Vaishnavi : Yes, I will add the promotion now and price will be same till 01/18/2019
10:39 PM Vaishnavi : After that you can chat back with us to check for the new promotion available at that time
10:40 PM Caleb : okay, i can do that
10:40 PM Vaishnavi : Perfect!
10:41 PM Vaishnavi : In order to complete your order, I need to send you a text message or email where you can review and approve the order. Please let me know which method you prefer.
10:41 PM Caleb : text is fine
10:41 PM Vaishnavi : Okay, I entered the information and clicked Submit. Did you get a text message?
10:42 PM Caleb : i did
10:43 PM Vaishnavi : Please approve the order.
10:43 PM Vaishnavi : Thank you for approving the order.
10:44 PM Vaishnavi : Caleb, I have successfully update the account with the new deal.
10:45 PM Vaishnavi : The order confirmation number is redacted.
10:45 PM Vaishnavi : The services will be activate in your account with in few hours.
10:45 PM Caleb : thank you
10:45 PM Vaishnavi : You are welcome.
10:46 PM Vaishnavi :
Is there anything else I can assist you with today?
Is there anything else I can assist you with today?
10:47 PM Caleb : That is all. I appreciate your assistance.
10:47 PM Vaishnavi : Thank you for the appreciation.
10:47 PM Vaishnavi : I hope I was able to resolve your concern and you are satisfied with overall experience with us today on chat.
10:48 PM Vaishnavi : Thank you very much for your time and patience all throughout the chat.
10:48 PM Vaishnavi : You have been the most pleasant and cooperating customer.
10:48 PM Vaishnavi :
Thank you for choosing Xfinity and have a great day!
Thank you for choosing Xfinity and have a great day!
10:48 PM Caleb : You too.
