Visitor
•
4 Messages
5 year rate lock not honored
I see many other complaints on the Xfinity site stemming from one or more Xfinity Reps in 2025. Was it one agent? Or were many of them telling this lie to have people locked in at a higher rate after a year? Or did the rep make up her own deal to get sales, and then the “audit team” removed it? We can never trust Xfinity Reps and I am filing and FCC Complaint.
I signed up for Xfinity Internet in July of 2025 with 300 mbps for $55/month, with a 5-year price lock. I had issues getting someone out to bury the cable, and issues in-store getting the 1-year free mobile line set up. Over this timeframe I spoke to a rep about the problems. She said there was a better deal available for my internet: 500 mbps for $55/month, with a 5-year price lock. I took this deal. My monthly price did not change and I did not notice the change in the fine print on the bill. Now it's September of 2026, and my bill went up by $30 last month because it was only a 1-year price lock. After hours on the phone with Xfinity agents, they will not stand behind what I was sold, and they will only look at current deals. Hours of hold-time, multiple reps and no one who will stand behind what I was given a year ago.
Accepted Solution
user_3fzwlc
Visitor
•
4 Messages
28 days ago
Finally resolved, with my original deal being honored for 5 years (I told her I only needed 4 years, but that's how it works)
After HOURS on the phone over the past month, my complaint to the FCC resulted in a phone call (same day) from Comcast Executive Care [Edited: "Personal Information"]. Initially I heard the same lines as from every other support person "We don't have any current promotions like that." I insisted that they should not be trying to get me a new deal, but should be honoring what the other rep told me. They have an agreement that I approved, but I told her she can look up the text exchange between the rep and me last year. I still have the chat thread, not just screenshots. (This is when the Executive Care person found the deal that honors what I was promised.
For the information of others, here's the text thread from 7/2025:
[Edited: "Personal Information"]
(edited)
0
0
EG
Expert
•
122.5K Messages
28 days ago
The concern is not "Home Networking" help related......... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityMartyR
Official Employee
•
3.8K Messages
28 days ago
2
0
user_8gfiyh
Visitor
•
1 Message
3 hours ago
I also signed up in August 2025 after seeing an advertisement for $50/month for 1GB of wifi, no contract, no price change for 5 years. The rep entered the promo for one year and i just noticed that my price DOUBLED. I have since called xfinity and they have no interest in honoring their previous (and current) advertisement. I filed complaints with FCC and FTC.
0
0