FORMAL COMPLAINT: Documented Bait & Switch Regarding Speed Tier and Mobile Bundle

​I am writing this post as a final attempt to seek a resolution before escalating this matter to the Better Business Bureau and the FCC. I am beyond frustrated; I feel systematically misled by Xfinity’s sales tactics.

​The Background:

Last year, when my promotional rate expired, I spoke with a representative specifically to maintain my 1Gbps (Gigabit) download speeds. I was very clear: speed was my priority. The representative "assured" me multiple times that I could keep my 1Gbps speeds while adding an Xfinity Mobile line and a 2019 iPad for only an additional $10/month.

​Trusting the verbal confirmation of your representative, I agreed to the "deal."

​The Deception:

For months, I noticed my performance tanking (averaging 150–180 Mbps). I spent hours troubleshooting and fighting with the "Xfinity Assistant" chatbot, which is designed to prevent customers from reaching human help.

​The Discovery:

Today, I finally dug deep into the "Plan Details" section of the app. While the main "Services" landing page still deceptively claims I have "Speeds up to 1Gbps," the actual internal plan line-item reveals I was downgraded to the 150Mbps tier.

​I have been paying for a "bundle" under the false pretense of maintaining my speed, only to find I was moved to a tier that is 85% slower than what was promised.

​The Psychological Reality:

Is this the standard operating procedure for Xfinity now?

​Promise a high-speed tier to close a Mobile sale.

​Send a 5-year-old iPad to lock the customer into a 24-month device payment plan.

​Quietly throttle the home internet speed, hoping the customer won't notice the discrepancy between the "Service" label and the "Plan" reality.

​I relied on Xfinity as my sole ISP and trusted your word. Instead, I feel like I have been scammed into a mobile contract while my primary service was gutted.

​My Requirement for Resolution:

I am not looking for a "troubleshooting" script. I do not need a technician to check my lines. The lines are fine; the billing code is wrong.

​I expect my account to be restored to the 1Gbps speed tier immediately.

​I expect this to be done at the price point I was verbally quoted when I was "upsold" this mobile/tablet package.

​I expect a credit for the months I paid for "Gigabit" service while being capped at 150Mbps.

​Accountability is not optional. I look forward to a response from a Corporate Employee who has the authority to actually fix this, rather than another automated bot.