I am posting this because what I experienced with Xfinity today is beyond unacceptable. This was not a “miscommunication.” This was not a “mistake.” This was a systemic failure across multiple departments, where reps ignored documented proof, denied their own company’s offers, and repeatedly tried to upsell me instead of honoring what I was promised.

This is the kind of experience that drives customers away permanently.

Below is the exact timeline, backed by saved transcripts and notes.

What Happened — Documented and Unavoidable

1. Peacock Activation Failure

• Received an email stating I could activate Peacock.

• Activation failed every time with an error.

• Phone support had a 1+ hour wait, so I requested a callback.

2. IM Chat — The ONLY department that gave accurate information

• IM rep confirmed I needed at least 1 gig (1000 Mbps) for Peacock.

• IM rep quoted a $50/month plan, 5‑year price lock, and 2 years of Peacock Premium.

• I have the full transcript saved.

• Chat disconnected before the order was finalized.

This should have been the end of the story. Instead, it was the beginning of a 2‑hour mess.

3. Phone Support — Where everything fell apart

Every phone rep I spoke to did the following:

• Denied the existence of the $50 plan, despite the transcript.

• Tried to push an $85 plan instead.

• Ignored the documented offer I read to them word‑for‑word.

• One supervisor told me I was wrong and hung up on me.

This wasn’t confusion. This was refusal to acknowledge written proof.

4. IM Chat #2 — Confirmation AGAIN

• Second IM rep confirmed the same $50 plan was valid.

• They said they needed verbal confirmation and that a phone rep would call me.

So now I had two separate IM reps confirming the plan.

5. Phone Call #2 — More denial

• Phone rep again insisted the $50 plan didn’t exist.

• I read the transcript again.

• They still denied it.

• I requested escalation.

At this point, it was clear the phone reps were either not trained, not informed, or intentionally upselling.

6. Final Billing Rep — The only person who actually looked at the notes

• After 2+ hours, I finally reached someone who actually reviewed the account.

• Within minutes, they confirmed the $50 plan.

• The entire issue was resolved in under 10 minutes once someone actually did their job.

This proves the problem was not the system — it was the reps who refused to look.

Why This Is a Serious Problem

• Xfinity reps repeatedly ignored written proof from their own system.

• Multiple employees attempted to upsell me instead of honoring the quoted price.

• A supervisor hung up on me rather than address the documented information.

• This is not the first time I’ve had to escalate or provide transcripts to get a simple issue resolved.

• The inconsistency between IM chat and phone support is extreme and unacceptable.

Customers should not have to fight this hard to get Xfinity to honor its own offers. This is a systemic issue that needs immediate attention.