Did you know that when you converse with Xfinity support representatives on the Xfinity.com website, you can download a copy of your chat transcript. Here is the actual transcript of my conversation with Xfinity support. Some information has been edited to protect sensitive information.
— Conversation on 02/02/2024 —
Xfinity Assistant (03:15 pm): I’m sorry, I’m having trouble accessing your billing details. You can manage your bill in My Account or try again here later.
Xfinity Assistant (03:45 pm): Good morning, Robert. I’m Xfinity Assistant. I can help you with things like explaining your charges or changing your Xfinity ID and password.To get started, here are some suggestions. For help with something else, type what you need.
Robert (03:46 pm): Manage my account
Xfinity Assistant (03:46 pm): I’m sorry, I’m having trouble accessing your billing details. You can manage your bill in My Account or try again here later.
Xfinity Assistant (03:57 pm): Good morning, Robert,Thank you for being an Xfinity customer! How can I help you today? To get started, here are some suggestions. If they’re not what you’re looking for, just type what you need.
Robert (04:00 pm): I was informed that paperless billing was removed from my account.
Xfinity Assistant (04:00 pm): You can sign up for paperless billing with EcoBill and get your monthly bill sent to your email box instead of in the mail. It’s faster, easier, and cuts down on clutter!
Robert (04:00 pm): speak with support
Xfinity Assistant (04:00 pm): 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?
Robert (04:00 pm): Internet
Xfinity Assistant (04:00 pm): How can I help you with your Internet service?
Robert (04:00 pm): Chat with an agent
Xfinity Assistant (04:00 pm): Got it. I’ll put you in touch with a live agent now.
Robert (04:00 pm):
Agent (04:00 pm): Hi Robert, thank you for contacting Xfinity. My name is Raj. How may I help you today?
Robert (04:02 pm): I recently received a notification that paperless billing was removed from my account. I did not request this action. When I logged into my account, I am unable to see my billing or any option to reset paperless billing to active.
Agent (04:03 pm): Thank you for reaching out and sharing your concern. I can understand that you have a concern with your eco bill and I will provide the best possible solution over the chat.
Agent (04:04 pm): To get started, may I have your complete service address with zip code and your full name to find the account please?
Robert (04:04 pm): Robert Butler
Robert (04:04 pm): # #### ####. Downingtown, PA #####
Agent (04:04 pm): Thank you for the name and address.
Agent (04:05 pm): Can you help me with the last 4 digits of the stored payment method so that I can verify the account?
Agent (04:06 pm): It is a Visa card expiring on #/##.
Robert (04:06 pm): ####
Agent (04:06 pm): Thank you for the information.
Agent (04:07 pm): I have now verified your account and I will help you resolve your concern. Please allow me a minute.
Agent (04:09 pm): Robert, I can see that there is no eco-bill in your account currenlty and I will share the steps with you so that you can enroll for it again.
Agent (04:09 pm): Is that okay?
Robert (04:09 pm): yes
Agent (04:09 pm): Perfect! Please stay connected while I share the steps with you.
Agent (04:11 pm): Please follow the below the steps so that you can sign up with eco-bill: Log in to the Xfinity My Account app and tap “Manage billing preferences”. Tap “Bill delivery options”. Choose “EcoBill” and agree to the terms of service.
Agent (04:11 pm): I appreciate your patience all this while.
Agent (04:12 pm): Please follow the above steps and let me know if you face any issues. I’m here and happy to help you.
Agent (04:14 pm): Are we still connected?
Robert (04:15 pm): still connected. I am in the mobile app. went to billing. I have an option to change payment method, but it says restricted section.
Agent (04:16 pm): Thank you for trying. Let me just check.
Agent (04:16 pm): Just to confirm, did you sign in using the username #####.#####?
Robert (04:17 pm): yes. #####.#####@########.###
Agent (04:17 pm): Alright!
Agent (04:18 pm): Robert, I would request you to please log in using the username #####.##### and you will be able to enable eco bill on your account.
Agent (04:18 pm): Please let me know once complete and I’m here to help you.
Agent (04:21 pm): I haven’t heard from you for a bit. I’ll be here for a few more minutes if you still need my help.
Robert (04:21 pm): still trying to login. just a min.
Agent (04:22 pm): Thank you for coming back. Please let me once you’re done and please ignore the above automated message.
Agent (04:25 pm): Were you to enable the ecobill on your account?
Robert (04:27 pm): Yes! Thank you. I was able to enable paperless billing.
Agent (04:27 pm): Great. I am glad that you were able to do it successfully.
Agent (04:28 pm): Now that we are done, I would like to inform that we have an offer than can save you $10/month on your internet bill.
Agent (04:28 pm): Would you be interested in knowing about that?
Robert (04:28 pm): yes
Agent (04:28 pm): Awesome!
Agent (04:29 pm): You are also eligible for up to $10/month off on the internet, with Xfinity mobile and the best part is there will be No Contract + $0 upfront fee + you can keep your existing number and phone too.
Agent (04:29 pm): May I please know how much are you paying for cell phone service and how many lines you have?
Robert (04:30 pm): I am paying $##.## per month on #-######, for (#) lines, and I have another year on my current contract.
Agent (04:31 pm): I see. Well, I would like to inform that you are paying a bit too much. I can help you to provide two lines at $60/mo and you will not have to worry about the contract with your service provider.
Agent (04:32 pm): You will also get a $10 discount per month on your bill.
Agent (04:32 pm): So, you will save $600 approx in a year.
Agent (04:32 pm): That is a lot of savings. Isn’t it?
Robert (04:34 pm): I require nation-wide coverage. As a Sys-admin, and medical transport specialist, I can not have dropped calls. Can Comcast/Xfinity meet these requirements?
Agent (04:35 pm): Yes, certainly. We are using using Verizon’s premium 5G Network so you’ll get unmatched 5G speed with Nationwide 5G coverage. You will also unlimited text, call and mobile internet without any hindrances.
Agent (04:36 pm): I have checked we have top most cell tower and most advance connectivity over the US to provide our customer best services
Agent (04:37 pm): With the advance services we always provide our valuable customer multiple discount also to save the money
Robert (04:38 pm): I am using # phones that are part of my #-###### contract. Joining Comcast/Xfinity now will breach my contract with #-######, leaving me liable for the remaining costs for my # phones. How will this be addressed during the switch to Comcast/Xfinity?
Agent (04:39 pm): Please help me with the 15 digit IMEI number of the device to check the compatibility and the I’ll check with the T-mobile ported request also for you. Dial *#06# on dialpad to get IMEI
Robert (04:40 pm): There are # IMEI numbers
Agent (04:41 pm): Please help me with the IMEI 1 or IMEI 2
Agent (04:41 pm): We will check the compatibiltiy for both
Robert (04:41 pm): ############### / ##
Agent (04:41 pm): Thank you.
Agent (04:42 pm): Please help me with the second device IMEI also to check
Robert (04:43 pm): Both numbers are the same, my bad!
Agent (04:43 pm): No problem.
Agent (04:43 pm): Do you have the IMEI of your second line device?
Robert (04:45 pm): ############### / ##
Agent (04:45 pm): Thank you!!
Agent (04:45 pm): Your personalized secure data link: https://############################################################# 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
Agent (04:46 pm): I request you to please fill out the form to check the device with the account
Agent (04:47 pm): Looks like you were able to complete the form successfully!
Agent (04:48 pm): Please help me with the mobile number with the associated device 1 with the IMEI ################
Robert (04:49 pm): ### ###-####
Agent (04:49 pm): Awesome!
Agent (04:49 pm): Please help me with the mobile number with the associated second device with the IMEI ################
Robert (04:49 pm): ### ###-####
Agent (04:50 pm): Thank you
Agent (04:50 pm): I have checked that you both devices are compatible with Xfinity
Agent (04:51 pm): I have checked that you will get 2 unlimited mobile lines with your both same number and same device at $30/mo only for 12 months
Agent (04:52 pm): This is ongoing promotional deal and after 12 month it will be around $60/mo for 2 same unlimited line
Agent (04:53 pm): Your both device is not locked with the #-###### right now and ready to port with Xfinity
Agent (04:53 pm): EST. PAY TODAY$0.00
Agent (04:54 pm): EST. MONTHLY$30.00 for 2 unlimited line
Robert (04:54 pm): Will #-###### bill me for the un-paid balance on my devices, as a penalty for ending my contract early?
Agent (04:56 pm): I like to inform you that once the lines will be switches with Xfinity you will get a pro -rated bill from T-mobile of using the services only
Agent (04:56 pm): Shall we proceed this deal with Xfinity?
Robert (04:58 pm): Sorry. By “pro-rated” bill, are you saying that #-###### will bill me for the next ## months remaining on my contract? Please explain.
Agent (04:58 pm): Sure, Let me explain you the details
Agent (04:59 pm): Pro rated means, you will get the bill from #-###### for the services you have till date only
Agent (05:00 pm): Once the lines will be switched with the Xfinity it will end with #-#####
Robert (05:01 pm): Okay. I want to move forward, switching my mobile service from #-##### to Xfinity.
Agent (05:01 pm): Perfect!!
Agent (05:02 pm): I like to inform you that there will only one time $10 line setup for the each line which will be added on your next bill only once the lines will be activated with us
Agent (05:02 pm): Would that be fine?
Robert (05:02 pm): Yes
Agent (05:02 pm): Thank you.
Agent (05:02 pm): Your personalized secure data link: https://######################################################## 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
Agent (05:02 pm): I request you to please fill out the details to setup the payment option on the order to proceed with it.
Agent (05:03 pm): You can also add $0 debit/credit card also as there is no Pay today on the order
Agent (05:03 pm): Looks like you were able to complete the form successfully!
Agent (05:04 pm): Please help me with the best email address for the consent approval
Robert (05:04 pm): #####.#####@########.###
Agent (05:04 pm): Thank you!!
Agent (05:05 pm): I have sent you the consent on your shared email address for the approval
Agent (05:05 pm): Please let me know once it will done.
Agent (05:06 pm): Awesome!
Agent (05:07 pm): Order completed successfully!A receipt for order #XXXXXXXXXXXX######## has been emailed to #####.#####@########.###
Agent (05:07 pm): You will get the sim kit to your services address # #### ####, Downingtown, PA 19335 within 2 working days
Robert (05:08 pm): Thank you. Will SIM card installation instructions be included?
Agent (05:09 pm): Yes, that is correct!! You will get the steps to activate the sim card with Xfinity once delivered
Agent (05:11 pm): Now, we are going for internet deal for you
Agent (05:12 pm): You will get the 400 Mbps internet with Xfinity modem at around $45/mo with autopay & ecobill and mobile discount once the line will be activated
Agent (05:13 pm): I have sent you the internet consent on the mobile number (###) ###-#### for the approval
Agent (05:14 pm): You are ordering the following service: FAST for $105.00 per month. You will receive the following monthly discounts:CONTRACT DISCOUNT of $55.00 per month for 24 months, then PROMOTIONAL DISCOUNT of $35.00 per month for months 25-36.Regular rates after promotional period are subject to change.The following equipment and services remain unchanged: Internet/Voice Equipment Rental for $15.00 per month; You are removing the following services: PERFORMANCE INTERNET; 2 Performance Pro Internet; Your estimated recurring monthly bill will be $65.90, including $0.90 of estimated monthly taxes, and government and other fees. Your statement is prepared one month in advance. Your next two bills may be different because of partial month charges or credits and any one-time charges.The following charges will be billed in monthly installments, plus applicable taxes and fees:Xfinity Mobile Discount Eligibility at $0.00 for 3 months.Lastly, I’ll run through some important details about your order.The offer is subject to the terms of your 12-month term contract.An Early Termination Fee of $110.00 will apply if you disconnect your XFINITY TV, Internet, Voice, and Home services during the term of the contract. The Early Termination Fee will NOT apply if you cancel within 30 days of installation and it will decrease every month. An early termination fee does not apply if you are receiving an Affordable Connectivity Program benefit at the time of disconnection. Your monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. Your monthly discount will be $10 if you enroll in Paperless Billing and Automatic Payments using your bank account or $5 if you enroll with your credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. Once enrolled, if you cease to be enrolled in both Paperless Billing and Automatic Payments, or you change your services to Choice TV Select or Limited Basic only, you will no longer receive this discount. Bulk services, or bulk services with Ultimate TV Tier upgrade, are not eligible for this discount.You will receive a $10 monthly multi-product discount for 24 months toward your Xfinity Internet service if you sign up for Xfinity Mobile and activate a new line within 90 days of this order. The discount will appear on your bill within 30 days of Xfinity Mobile activation. To continue receiving the discount, you must keep Xfinity Mobile and Connect More Xfinity Internet service or a higher tier of Xfinity Internet for 24 months. If you cancel Xfinity Mobile or Xfinity Internet or change Xfinity Internet to a tier below Connect More, you will no longer receive the discount.You understand and agree that your Xfinity services, regular rates, equipment charges, taxes, fees, and other charges are subject to change at any time, with or without notice, to the extent permitted by applicable law.
Agent (05:14 pm): Do you agree the above shared bill and services?
Agent (05:17 pm): I hope that we don’t lose each in this coversation. Please confirm if we are still connected.
Robert (05:17 pm): I am here. Just a min.
Agent (05:18 pm): Sure, please take your time.
Robert (05:20 pm): I currently have ### mb internet. I pay less than $## per month. With the addition of Xfinity phone service, I understand that I will be paying less. If I make no changes to my current Internet service, will this affect the discount you offered me an hour ago, that I was to receive because I added mobile service?
Agent (05:21 pm): I can understand your concern, Robert. ICurrently, you are paying $55/ month.
Agent (05:21 pm): Am I right?
Robert (05:21 pm): yes
Agent (05:21 pm): Thank you for the confirmation.
Agent (05:22 pm): After activating your mobile lines and continuing with the same services, you will be paying $45 per month for your internet services.
Agent (05:22 pm): How does that sound?
Robert (05:23 pm): It sounds great. I am really not interested in changing my current Internet plan.
Agent (05:23 pm): No worries. We will be proceeding with the same internet speed.
Robert (05:24 pm): Thank you for your patience, and all of your help.
Agent (05:24 pm): Pleasure is all mine, Robert. I must say that you have been really patient too and you are a great team to work with.
Agent (05:25 pm): Can you please approve the consent that I just sent to your number?
Robert (05:26 pm): Still waiting on your text to ### ###-####
Agent (05:27 pm): Sure, let me send you the consent once again.
Agent (05:28 pm): I have sent the approval to your number ### ###-####.
Agent (05:28 pm): Please approve it.
Robert (05:30 pm): I am getting a message telling me that the link has expired.
Agent (05:31 pm): No worries. We can take the approval on the chat also.
Agent (05:31 pm): You are ordering the following service: FAST for $105.00 per month. You will receive the following monthly discounts:CONTRACT DISCOUNT of $55.00 per month for 24 months, then PROMOTIONAL DISCOUNT of $35.00 per month for months 25-36.Regular rates after promotional period are subject to change.The following equipment and services remain unchanged: Internet/Voice Equipment Rental for $15.00 per month; You are removing the following services: PERFORMANCE INTERNET; 2 Performance Pro Internet; Your estimated recurring monthly bill will be $65.90, including $0.90 of estimated monthly taxes, and government and other fees. Your statement is prepared one month in advance. Your next two bills may be different because of partial month charges or credits and any one-time charges.The following charges will be billed in monthly installments, plus applicable taxes and fees:Xfinity Mobile Discount Eligibility at $0.00 for 3 months.Lastly, I’ll run through some important details about your order.The offer is subject to the terms of your 12-month term contract.An Early Termination Fee of $110.00 will apply if you disconnect your XFINITY TV, Internet, Voice, and Home services during the term of the contract. The Early Termination Fee will NOT apply if you cancel within 30 days of installation and it will decrease every month. An early termination fee does not apply if you are receiving an Affordable Connectivity Program benefit at the time of disconnection. Your monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. Your monthly discount will be $10 if you enroll in Paperless Billing and Automatic Payments using your bank account or $5 if you enroll with your credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. Once enrolled, if you cease to be enrolled in both Paperless Billing and Automatic Payments, or you change your services to Choice TV Select or Limited Basic only, you will no longer receive this discount. Bulk services, or bulk services with Ultimate TV Tier upgrade, are not eligible for this discount.You will receive a $10 monthly multi-product discount for 24 months toward your Xfinity Internet service if you sign up for Xfinity Mobile and activate a new line within 90 days of this order. The discount will appear on your bill within 30 days of Xfinity Mobile activation. To continue receiving the discount, you must keep Xfinity Mobile and Connect More Xfinity Internet service or a higher tier of Xfinity Internet for 24 months. If you cancel Xfinity Mobile or Xfinity Internet or change Xfinity Internet to a tier below Connect More, you will no longer receive the discount.You understand and agree that your Xfinity services, regular rates, equipment charges, taxes, fees, and other charges are subject to change at any time, with or without notice, to the extent permitted by applicable law.
Agent (05:32 pm): Your estimated recurring monthly bill will be $45.90, after the activation of the mobiles lines and including the discount for autopay and eco bill.
Agent (05:32 pm): Do you agree to order and be billed for the equipment and services that I just described?
Robert (05:35 pm): The order clearly states that I am agreeing to a change in my Internet plan “PERFORMANCE INTERNET; # Performance Pro Internet;”. This is not acceptable. Xfinity agreed to save me money on my current Internet plan by bundling it with mobile services.
Agent (05:36 pm): I get your point, Robert. You need not worry about anything. You will getting the exact same services that you are getting right now. Your internet speed will be 400 Mbps and I assure you that you will get nothing less than that. ‘
Robert (05:38 pm): Then reword your proposal to indicate that there will be no change to my current Internet plan. Otherwise I am going to ask you to cancel the addition of mobile services.
Agent (05:39 pm): Yes, there will be no changes in your services.
Robert (05:41 pm): Put that language in the proposal/offer. I am running out of patience. Please don’t make me regret spending the last hour discussing this.
Agent (05:41 pm): Sure, let me do that offer. You are our loyal and valuable and we do not want to lose you and we want you to avail this offer.
Agent (05:42 pm): do that for you*
Agent (05:42 pm): Please allow me a minute.
Agent (05:45 pm): Robert, I can understand that you want Performance Pro in your consent. However, the performance pro plan is a older plan that we used to offer to our customers and it is just the name of the plan that is changing from Performance Pro to Fast. You will be able to see that there will be no changes in your bill and the internet services and you will be see that on the third page of your bill.
Agent (05:47 pm): If you check the website www.xfinity.com you can see the same plans FAST with 400mbps. The main part is speed which we are keeping same for you.
Agent (05:47 pm): I can surely keep the deal same for you with no change however this change is required becuase the discount code for extra $10 monthly is accepted with new names.
Agent (05:48 pm): I hope you understand. Main focus here is to keep same speed and more discount which we are doing for you with this new deal 400mbps with $10 discount
Robert (07:00 pm): Download Transcripts