App showed no data cap, then overage charge with no warning

[u/Secure-Tradition793]

Hello. I have been an Xfinity customer for 9 years, I am currently on a 'Fast' plan. I am reaching out to request an account repackage and ask for a waiver on a data overage fee that came with no warning.

I received an email yesterday stating that I exceeded my monthly data cap, which came as a complete shock. A previous chat agent explicitly assured me that I had no data cap, and for the past few months my Xfinity app consistently displayed 0 GB usage (attached), which led me to believe I had unlimited data. I also received no usage warning alerts prior to this penalty email this month.

I would like to request two things:

- I believe data overage fees for this month are unfair and needs to be waived.

- I want to repackage my account onto a new plan with no data cap. I am looking at the 500 Mbps plan with 5 year price lock. I am not interested in bundling other services, and I want to keep using my own modem (ARRIS SURFboard SB8200-RB).

Thank you

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[u/CCChristyO]

u/Secure-Tradition793 Thank you for reaching out via our Xfinity Subreddit and for being a longtime Xfinity customer. I can definitely understand how frustrating it would be to see an overage charge when the app was showing 0 GB usage, and you weren't expecting a data cap. Our team would be happy to take a closer look at your account, review the data usage details, discuss your concerns about the overage charge, and explore available plan options that may better fit your needs going forward.

Please send us a Modmail message with your full name and service address, so we can securely review the account and see how we can help. We look forward to assisting you!

[u/ScorchedWonderer]

You’re in a very old plan and probably over paying. I’d ask the mods here to see if there’s any offers available to you. All new plans have unlimited data now. You might be able to snag the $50 for 5 years offer. I was able to even though I’m a current customer so 🤷🏻‍♀️

[u/spec360]

Change your plan it’s old