5 Messages
Bait and Switch
I had a Comcast representative who offered to cancel my landline and save me $20 on my bill every month. He repeated several times that it would not affect the TV, Internet or extend my contract. Sure enough, he changed my entire package. After spending hours on the phone with several representatives and supervisors, it turns out my package no longer exist and nothing can be done. They have offered me to pay an additional $50 a month for the same service I had prior. Several tickets have been created with no resolution
XfinityBenny
Official Employee
•
779 Messages
22 days ago
@user_n53pni Thanks for posting to the community and sharing your experience. We know having the right expectations is key for a proper resolution. If there is a grandfathered package, agents need to review and advise of any changes that would apply in searching for a new promotion. Once a new promotion is applied, if the tickets are not able to reassign the old promotion successfully, it is no longer available. In cases like these it is imperative that we coach the agent, and try to find an offer or promotion that matches the old services as best as possible. For example premium channels are now add ons, as they have their own apps and portals with the subscriptions, compared to having them included with the highest channel line up like before. We are happy to walk through the latest promotions together to match what you had. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
7
0