35 year customer - offered a promotion for 5 year 1.2 g pricing have a confirmation email - and now Xfinity customer service won't honor

Hello - I'm a 35 year customer of Comcast/Xfinity and have a problem that was not able to be resolved by the Xfinity Customer Service Team including a Supervisor named Shiirlyn [Edited: "Personal Information"] on Jan 6, 2026. Here is a summary of the situation and actions taken.

Received a promotion in Oct 2025 for 1.2G speed - 5 year pricing with autopay for a cost of $86.05, free Gateway device - this was confirmed by Xfinity in an e-mail on Oct 13, 2025. I went to the Xfinity store to pick up the new Gateway on Oct 13, 2025, installed it and was back up and running. 

I was not getting speed or price, so I called on Nov 3, 2025 talked with Xfinity user #[Edited: "Personal Information"]. I was told I should be getting the 1.2g speed and the price would adjust in the next month.

In December - same issue - couldn't get the speed and price wasn't adjusted - called Dec 1, 2025 talked to Xfinity user #[Edited: "Personal Information"]. Confirmed I should be getting the 1.2g speed and was told it would take 2 months for the new billing price to "catch up" to the correct amount.

In January 2026 - still no 1.2g speed and bill had not changed. I called on Jan 6, 2025 - talked to a customer service rep who stated I didn't have 1.2g it was my original speed of 800MB. He then tried to convince me to change to a plan that was 1 g service for only one year @$81.05. I asked to speak to his supervisor named  Shiirlyn Harnanbiz. The supervisor told me there was an error made by an associate right after I ordered and the order had been cancelled. She also told me no promotions were going on like this now and could not get my original order set up. I asked whom else I could talk to about this - she stated she could pass me to another person, but the result would be the same.

Can you advise whom at Xfinity Customer Service can help me get the deal I have an email confirmation about please. I have spent a lot of time in this process and hope Xfinity can somehow resolve. Thank you .