Visitor
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Misleading Bait & Switch - Followed by incorrect support - Followed by Legacy Plan Hijinx - VERY DISAPPOINTED 15+ year customer
I went on customer support to reactivate an email. Got sold on some new packages. I was told (and I have the transcript of the agent saying so) that I would get a speed increase, keep my same channels AND the 185+ package, and my bill would go down about $50 / month. It was confirmed with me 3 times that I would keep my same channels, as we explicitly discussed this as I was offered a lesser package first.
After moving forward with the new plan, I lost all of my premium channels, and DVR was drastically lowered. I also lost Netflix. Netflix I understand since we didn't discuss keeping that as it had slipped my mind. But the "same channels" was explicitly reviewed multiple times.
When my HBO no longer worked after this change, I contacted support again. They SEE that I have HBO and tried signal refreshes ,etc. After 5 days of this with different agents, all telling me yes I had HBO, but there was an issue with the box, they sent out a physical technician to my house. He got there, saw no issue with the box, and called his customer support contact. They told him I don't have HBO, or any of the other premium channels I used to have.
The rep himself said "[Edit: Language]. They changed your plan and this was a legacy plan so they won't even change it back. I'd go to a branch and speak to a manager. I'm sorry".
After explaining this to a rep, the solution was to add back what I was missing... which makes my bill higher than it was before, AND still doesn't match 100% of the services I had.
Extremely disappointed. Very upset that this is how this went. Angry that as a 15+ year customer of Comcast, this is how they treat me when THEY are the ones that misled/lied to get a sale done. Won't be recommending Xfinity ever, if this isn't fixed, and will very likely just cancel the account shortly.
This seems to be a common occurrence around here based on some other posts, which is even sadder. Hoping a supervisor can get this corrected for me.
XfinityEva
Official Employee
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1.7K Messages
26 days ago
Thank you so much for taking the time to contact us and share your experience with the recent plan change. I do apologize that this has happened and we want to make it right for you. We can submit a ticket to help look further into this. To do so please send us a direct message with your full name and service address.
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nelly540
Visitor
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5 Messages
17 days ago
Yesterday May 20, 2025 I called because my bill raised $42 every month. I wanted to understand why it raised so much at once because I didn't come out of a contract. I have a legacy plan. The Xfinity rep said she would look over things and return back to me. I said, wait, before you go to do your research, I don't want you to change anything on my plan and don't make any plan offers to me because I don't want to change anything at all. That I wanted things the way they are. She came back to me and said that she could offer me a discount on my bill for 24 months. She said it would lower to $... amount which was what I was paying before the increase. I was happy with that but immediately said, this isn't going to change my plan right? She said no it won't change anything. I ask her several times again and she no it wouldn't change anything.
I know they recorded me so they can go back over it as proof of what I said. I had a legacy plan and I was told by a previous rep about a year ago not to change anything because it was the best plan Xfinity had and no longer offered it to others and that is why I repeatedly said not to change it. Like I said, I ask her repeatedly," now this isn't going to change my plan because I don't want to change my plan?" She said No, it wouldn't change my plan. Well, I get off the phone and look at an email and find SHE CHANGED MY PLAN. I am extremely upset because I told her over and over that I didn't want it changed. I didn't give her verbal permission to change my plan. She did it anyway. She even lowered my internet speed. All my premium channels that were in my legacy plan, HBO, Showtime, Redzone, MGM+ were dropped and my Netflix. It is as though these representative are told to just change it no matter what the customer say. As of now I am finishing out the month and canceling my account after almost 20 years. Dishonesty comes easily to these people. I don't want to deal with dishonest companies.
I called back today and spoke to a supervisor... or what ever he really is and he said my plan can't be revert back it's legacy state even with the rep not listening to me. How convenient.. It is over $70 or more to get my premium channels add that I had with my legacy. The same representative that told me they couldn't revert me back to legacy status said .. maybe they could .. or fix it like it was. He said they would call back within 24 to 48 hours and then said that again and said 72 hours. lets see how this turns out. I did record the conversation so if they need proof of what was said. I have it. Pretty cool, iphone even transcribes it for you.
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user_zlyfxd
Visitor
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1 Message
4 days ago
My wife and I had literally the exact same situation happen to us on 5/25/25. We were misled and lied to by a Xfinity rep and have spent endless hours on the phone trying to get these resolved. There needs to be some sort of action taken against Xfinity and their deceitfulness to customers and be held to a higher standard to better serve their customers. I was told the conversation would be listened back to and verify the Xfinity rep was deceitful over a week ago and no resolution has come out of all this even with creating a ticket regarding the situation and speaking to supervisors.
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