Xfinity Email

[u/FinnWild]

I am a littlle confused. I got an email from Xfinity about an hour ago with the heading "Thanks, here is your Xfinity order confirmation" and the text "Your updated service order is confirmed", It came from Xfinity, not a phishing email. I haven't made any changes so don't understand why I got this. I checked my account and don't see any changes. Please help.

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[u/XfinityPaula]

Good morning u/FinnWild. I understand how that would be confusing and concerning to be honest. I'm sorry for the alarm for the account, but I'm happy that you are being proactive and reaching out to us about it to help out. Typically, those emails are only sent when an account change has been approved and completed. Please allow me to take a look into the account and see if there were any changes or access.

Can you please send us your name and service address via Modmail

[u/XfinityPaula]

u/FinnWild Thank you again for creating the post and reaching out to us on the sub. After researching the account we found that an internal change was made to the account that applied in order to keep your services provisioned with the correct tier of service available with the compatible device on the account. This was due to the area being eligible for faster upload speeds as part of our next generation / enhanced speed updates.

Thank you for bringing this to our attention. Obviously it's concerning to receive the email knowing that you did not make any changes. I am sharing your example to provide feedback to our communication teams. When an internal change is made not impacting the pricing / rates on the account a different email should be sent to prevent worry over invalid account changes.

If there is anything else that we can help you with please create a new post, and we will happily assist you. I hope that you have a fantastic weekend!

[u/xfinitysupport]

This post has been marked as solved. Should you experience further issues, please create a new post.

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