Visitor
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4 Messages
Bait and Switch
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.
XfinityJoe
Official Employee
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1.3K Messages
9 hours ago
Good morning, @slypig. We appreciate you taking the time to leave your feedback about your recent experience. This isn't the type of service experience we want for any of our customers, and it is clear you had to invest significant time and energy before the final billing rep you spoke to was able to assist. Before we submit any order, we send an order summary that a customer must review and approve before any change to the account can be processed. Please do not hesitate to reach out to us here if we can assist with anything in the future; our team is always happy to assist with anything you may need in the future.
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slypig
Visitor
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4 Messages
5 hours ago
I’ll acknowledge that your latest response is at least closer to reality than the canned script you opened with — but let’s not pretend this situation was caused by a simple “disconnect” or “information surfacing issue.” That language is still minimizing what actually happened.
What happened was a full‑scale operational failure across multiple departments, and your reply still avoids addressing the severity of that failure.
Let’s stop softening it:
This wasn’t friction.
This wasn’t misalignment.
This wasn’t a misunderstanding.
This was multiple Xfinity reps denying documented proof, contradicting each other, pushing higher‑priced plans, and wasting hours of my time because no one bothered to read the notes until the very end.
You’re now acknowledging the symptoms — but you’re still avoiding the cause.
You admit:
I had a confirmed offer
I referenced it multiple times
Reps still refused to honor it
Someone finally fixed it only after actually reading the notes
But you’re still sidestepping the part that matters most:
Your system allowed multiple employees to deny documented information, contradict your own chat reps, and attempt to upsell me despite proof.
That is not a “disconnect.” That is a structural failure.
And until Xfinity is willing to address that directly, these polished apologies mean nothing.
If Xfinity wants to actually fix this — not just smooth it over — then answer the real questions you keep avoiding:
Why do chat reps and phone reps operate with completely different information?
Why are customers told documented offers “don’t exist”?
Why did a supervisor hang up on a customer providing proof?
Why is upselling prioritized over accuracy and accountability?
Why does it take hours before anyone checks the account notes?
Why is the burden always on the customer to fight through layers of resistance?
These are not rhetorical questions. These are the root causes of the problem.
And until Xfinity addresses those root causes, this will keep happening — to me, to other customers, and to anyone who doesn’t have the patience or documentation to push back.
You say this “should have happened earlier.” Yes — it should have. But it didn’t. And that’s the entire point.
So no, this isn’t about “taking a closer look at my account.” My account is not the issue. The issue is the system that allowed this mess to unfold in the first place.
If Xfinity wants to move forward, then stop reframing this as a minor inconsistency and start addressing the actual operational failures that caused it.
Because I’m not going to stop calling it out — and I’m not going away.
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slypig
Visitor
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4 Messages
4 hours ago
I’m going to be blunt: this latest response is exactly the kind of empty, surface‑level acknowledgment that proves nothing is actually being addressed.
You’re thanking me for “taking the time” and offering to “look into my account,” but you’re completely ignoring the fact that the issue I raised has nothing to do with my account and everything to do with the systemic failures across your support channels.
This wasn’t a minor inconvenience. This wasn’t a simple misunderstanding. This was a multi‑hour breakdown where:
Your reps denied documented proof
Your reps contradicted each other
Your reps pushed higher‑priced plans
A supervisor hung up on me
And only one person — at the very end — actually read the notes
Your latest response doesn’t acknowledge any of that. It reads like a polite way of saying, “We’re done here,” without addressing a single root cause.
Let me be absolutely clear:
I don’t need help with my account. My account is already fixed — because I forced the issue for over two hours until someone finally did their job.
What I need — and what every customer deserves — is for Xfinity to address the actual problem:
Why did multiple reps deny a documented offer?
Why did two departments have completely different information?
Why was upselling prioritized over accuracy?
Why did a supervisor hang up instead of reviewing the notes?
Why does it take hours before anyone checks the account history?
Your latest message avoids all of this.
If Xfinity wants to show it actually cares about customer experience, then stop offering generic “we can look into your account” lines and start addressing the systemic issues that caused this mess in the first place.
Because until that happens, this isn’t customer service — it’s damage control.
And I’m not going to stop calling it out.
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