BIG Issue

This is an issue that I experienced on Wednesday, August 12, 2026. 

I called Xfinity to have a land line telephone number for my Xfinity ported from my Verizon land line.  The representative would not transfer me to the Land Line group until she explained that there was a current promotion for me to move to a better TV package for less money per month that I was currently paying.  I told her that I wasn’t interested, but she kept insisting that I needed to hear the promotion.  I told her again that I wasn’t interested in losing any of my current channels.  She assured me that I would NOT lose any current premium channels that I had, and that my bill would be $283.13 per month rather than the $313.13 that I was currently paying.  I re-iterated 2 more times that I was not willing to lose ANY of the current premium channels that I had, and again she assured me that I would not lose ONE channel.  I was also told that my router rental fee would be $0.

I hesitantly agreed, and then she connected me with the Land Line group.  I placed a work order to have my number ported from Verizon and was told that it would take 4 business days to complete.  I hung up.

Upon turning my TV on, I realized that I had lost ALL of my premium channels!  I called back and was told that the package they switched me to did not include ANY premium channels!  If I wanted them, I would need to pay extra for them.  I find it unacceptable that a representative of your company could promise a 31-year customer something that was completely false!  Why was told multiple times that I would not lose ANY of the channels I had, when they all went away????

Now I was stuck with a package with NO premium channels, and no one could assist me in adding the premium channels for the amount per month that I was promised!  I immediately requested to be put back on my Legacy Triple Play plan to go back to the plan I had at the rate per month that was quoted to me as promised.  I was told that this would not be possible.  I was also told that switching back to my Legacy plan could not be done until the work order for the land line switch was canceled. 

Now I had to speak with the Land Line group AGAIN to cancel the work order.  I was told that they got an error when trying to cancel the order.   I then spoke with the Land Line group to cancel the order.  I was then told that reverting back to my Legacy Triple Play plan was possible (It would need to be re-built) and that it would take up to 7 days.  My frustration level was again rising.  It took 3 minutes to switch me to the new plan, but it would take 7 days to revery me to something I had 3 minutes ago?? 

9 days later I still did not have my old plan back so I called Xfinity again.  I was told that the work order had been closed due to a Not Authorized reason.  Not authorized??  I was told it was not possible.  I got no text messages or emails alerting me that this could not be done.

Bottom Line:

I was promised that I was getting a new package with ALL of my Premium channels with a $20 reduction on my bill because I have been a customer for 31 years, plus a $10 dollar reduction because the new plan offered gig speed internet with no modem rental fee.  That made the new bill total $313.13.  Several of your Reps told me that the original agent made a mistake in quoting me the price when my Premium channels were not included. 

Is this the way Xfinity does business??  A customer is promised something and will not follow through on what was promised??  Please contact me about this issue as soon as possible with what Xfinity is willing to do to rectify the issue.

Thank you,

Jeff [Edited: "Personal Information"]