2 Messages
Need help with my TV services
I have spent many hours on the phone with multiple agents with no help. I spoke with an agent via chat on Sunday who told me he would keep my existing channels, add Apple TV, and reduce my internet speed and drop my bill by $47. He initially said it would drop by $80 and also drop my home phone, but then said that I would have to chat back in a week to cancel that. I reached out today regarding how to access my Apple tv and was told over the phone by Alexis from the Advanced Support team that he was working on putting the order through. 55 minutes into the call, my wifi dropped and the call dropped. I also received an email saying my Netflix (which I had been getting through Xfinity) was paused and I am no longer able to access it or see it on Xfinity.com/yoursubscriptions. I had confirmed this was there (along with ESPN and peacock) with Alexis at the beginning of our call.
I again reached out and spoke to someone who told me that it was all untrue and there was no available supervisor to speak to. At the end of that 35 minute call she suddenly could no longer hear me but told me that yes, my bill would be reduced to $299, and that I would get an email about how to activate Apple TV.
I do not understand why you engage in such deceptive practices and how you can treat a loyal customer of many years who is a “diamond member” in such a way. I would like my Netflix reinstated and the discount and Apple TV access I was promised without having to spend hours on the phone to accomplish nothing.
I am hoping that someone can help with this.
XfinityAlyssaA
Official Employee
•
2.6K Messages
2 hours ago
Hi there @user_jeyedk, and thank you for taking the time to share your experience-I’m truly sorry to hear about the frustration especially as a long-time and valued Diamond customer. I can absolutely understand how concerning it is to receive conflicting information and lose access to services you were previously able to use.
It sounds like you were receiving Netflix through your TV package. Please note that grandfathered TV packages are no longer available, so we would not be able to reinstate Netflix in the same way. That said, we’re more than happy to help you with activating your Apple TV subscription and reviewing the best available options for your account.
We’d also be happy to share your feedback regarding this experience with the appropriate teams so it can be reviewed further.
We’d like to take a closer look at your account, review any recent changes and make sure everything is corrected-including confirming any promotions that were discussed and helping get your services set up properly.
When you have a chance, please send us a Direct Message with your name and service address so we can better assist.
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
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