Loss of promotion as result of FCC Complaint after changing internet

   I have been with Xfinity over 40 years. On or about Jan 7, 2026 I called Xfinity to see if I could reduce my monthly bill. I have a legacy plan with cable, internet and voice.Before switching I reiterated many times that I did not want my services to be reduced and that if I did not like the new plan I could get my old one back. I was switched to a plan with a Xumo box which was to replace   my DVR and reduce my bill. However, my TV line up was markedly reduced. After several requests I was put on a new TV, internet, voice plan that was comparable to my original for a reduced bill. However, I lost a special Streampix promo that included Netflix with no ads and MGM+. My multi service discount was reduced from $40 to $10. To get back Netflix without ads my total bill would be more than with the original. Despite being promised that I could revert to my original service I was told by multiple reps and managers that they were sorry but nothing could be done. 

  On 2/9/26 I filed an FCC complaint. An Xfinity rep (I believe his name was Ron Y) called me back and said he received the complaint and would get back to me in 1 or 2 days. He called 11 days later on 2/11/26. He agreed to resolve the issue by offering a $15 a month discount for 12 months to my account. After waiting so long I called Xfinity on that day to see if I could lower the Voice part of my service. The reps said he couldn’t but he would get me a great deal on a new internet package and lower my bill by $45 a month. I was transferred to another rep that would set up a separate Internet Now account. I was assured that my Voice and TV cable would remain unchanged (but I would need a special modem and a separate Xfinity account for the internet). Everything seemed fine until the next day . I started having trouble with channels. When I called back I was told that the Internet Now was not available to use with TV/Cable and Voice and they would eventually be cancelled. At this time the $15/month special discount was still on my TV Voice account. The rep told me the only solution was to revert my plan back to regular internet and cancel my Internet Now account. The $15/month discount was still on my original account (TV/Cable and Voice) After adding back  regular internet to this account the special $15/month special discount was eliminated. Several more calls , many hours on the phone (including corporate) yielded no resolution to adding it back ,despite my explaining that the discount was a result of an FCC complaint .

    All this trouble ( many telephone calls, over 20 hours on the phone) was caused by representatives not knowing what they were talking about or purposely steering customers from their original service. Telling customers that they could get back their original service if they did not like the change. In any event Xfinity has purposely made their algorithms, bills and service reps so opaque that it seems intentional on their part to steer customers to worse plans without any way to revert back. I plan on filing a followup FCC complaint if not resolved

   Please have the executive team review the complaint.

    Account #[Edited: "Personal Information"]