Complaint about on line chat support

Please see transcript below. Bottom line up front: At no time did I ask this agent to actually change my plan. In fact, several times I made it clear that I did not want to change my plan. But after we ended the chat and I downloaded , I received texts asking me to confirm a new order!  Best case is that English is not the agent's first language. Worst case the agent dishonestly tried to get an order placed despite the customer not asking for an order. 

This is very bad customer service. The agent should be retrained, at best, or asked to find a different job. 

--- Conversation on 06/30/2026 ---

 

Xfinity Assistant (12:23 pm): Reminder: your Xfinity payment is due today. View and pay your bill at https://customer.xfinity.com/billing/ Txt pay, help or stop Msg&DateRatesMayApply

 

--- Conversation on 07/25/2026 ---

 

Xfinity Assistant (12:17 pm): Just a reminder: your Xfinity payment is due soon. View and pay your bill at https://customer.xfinity.com/billing/ Txt pay, help or stop Msg&DataRatesMayApply

 

Customer Name Removed. (12:59 pm): What are the new mobile plans, and how do they compare to my current plan?

 

Xfinity Assistant (12:59 pm): You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started.

 

Customer Name Removed. (12:59 pm): Account and plan

 

Xfinity Assistant (12:59 pm): Here are some of the ways I can help manage your Xfinity Mobile account.

 

Customer Name Removed. (12:59 pm): need to chat with an agent

 

Xfinity Assistant (12:59 pm): OK. Which service do you need help with?

 

Customer Name Removed. (01:00 pm): Xfinity Mobile

 

Xfinity Assistant (01:00 pm): Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

 

Customer Name Removed. (01:00 pm): Agent please

 

Xfinity Assistant (01:00 pm): OK. Which service do you need help with?

 

Customer Name Removed. (01:00 pm): Xfinity Mobile

 

Xfinity Assistant (01:00 pm): Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

 

Customer Name Removed. (01:00 pm): Other

 

Xfinity Assistant (01:00 pm): You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started.

 

Customer Name Removed. (01:00 pm): Agent

 

Xfinity Assistant (01:00 pm): Got it. I'll put you in touch with a live agent now.

 

Customer Name Removed. (01:00 pm): Chat with an agent

 

Xfinity Assistant (01:00 pm): Got it. I'll put you in touch with a live agent now.

 

Agent (01:03 pm): Hi NAME REMOVED and Name removed, thank you for contacting Xfinity. My name is Sakshi. I see you may be having trouble with your Xfinity Mobile service. Is that correct?

 

Customer Name Removed. (01:03 pm): Not trouble

 

Customer Name Removed. (01:05 pm): we have been a Xfinity cable customer for almost ## years. We want to confirm that our current mobile plan is the best available to us in terms of price and using the phones overseas

 

Agent (01:05 pm): Yes, I will check that for you.

 

Customer Name Removed. (01:06 pm): ok

 

Agent (01:07 pm): May I know your full name and complete service address?

 

Customer Name Removed. (01:07 pm): Removed. , ### Address removed Ct, [Edited: Personal Information] #####

 

Agent (01:09 pm):  Name removed, thanks for the details. Please allow me a couple of minutes to pull your account.

 

Agent (01:11 pm): As I can see, you are on the best plan, but Xfinity launches a new sixth-generation plan.

 

Agent (01:11 pm): And you are getting many benefits with this.

 

Agent (01:13 pm): The sixth generation of Xfinity Mobile plans has some great benefits! Here’s what you can enjoy:Mix and match mobile plans for different lines on your account.Enjoy features like:Calls and texts to Mexico and Canada.5 GB of high-speed data at no extra cost with Mobile Select and Mobile Plus plans.

 

Customer Name Removed. (01:14 pm): how does Mobile Select and Mobile plus compare with current plan. Include costs as well as benefits

 

Agent (01:15 pm): As a Mobile Plus customer, you will receive an extra $25 and the mobile protection case along with these benefits.

 

Agent (01:15 pm): And you are getting these for both of the lines.

 

Customer Name Removed. (01:16 pm): What is the name of my current plan?

 

Agent (01:16 pm): As you have on fifth generational plan

 

Customer Name Removed. (01:17 pm): is that what it's called on your website?

 

Agent (01:17 pm): Yes, you are on the Xfinity fifth-generation plan currently.

 

Agent (01:18 pm): And Xfinity launches the new sixth generational plan.

 

Agent (01:18 pm): And you are getting the above benefits.

 

Customer Name Removed. (01:19 pm): what is our cost to use the phones in Europe?

 

Agent (01:20 pm): As you take the sixth generational plan, you won't be charged anything extra.

 

Agent (01:20 pm): in Europe

 

Customer Name Removed. (01:21 pm): it's unclear when the sixth generation plan starts. Does the fifth generation plan include data, messaging, and calls in Europe?

 

Agent (01:21 pm): If you want, I can switch it now as well.

 

Customer Name Removed. (01:22 pm): is there a cost difference?

 

Agent (01:22 pm): On the fifth generational global travel pass, the cost is $10 per day, but on the sixth generation, you are getting this at no cost.

 

Customer Name Removed. (01:23 pm): thank you. What I intended to ask if there is a change to our current monthly cost

 

Agent (01:24 pm): Let me check that for you.

 

Agent (01:24 pm): It will increase by $25.

 

Agent (01:25 pm): But you can restore your previous plan again once you return from Europe.

 

Customer Name Removed. (01:25 pm): what other changes does the #th generation plan offer?

 

Agent (01:26 pm): Let me share that again for you.

 

Agent (01:27 pm): Xfinity Mobile has some great sixth-generation mobile plans! Here are the cool features you can enjoy:Unlimited premium data at home and while travelingDevice protection included with Xfinity Mobile Care for Mobile Plus customersGet a discount on your bill if you have more than one productUpgrade your devices anytimeThese plans help you save money and stay connected with all your devices!

 

Customer Name Removed. (01:28 pm): thank you. Our Europe trip is months away. How many days prior to departure do we need to change to the #th generation plan?

 

Agent (01:29 pm): As you can switch it now.

 

Agent (01:29 pm): It will not cost anything for today.

 

Agent (01:30 pm): It will get started when you move ahead for Europe.

 

Customer Name Removed. (01:30 pm): Perhaps I need to rephrase the question. We don't  need the new features except when we are in Europe.

 

Agent (01:30 pm): Yes, no worries.

 

Customer Name Removed. (01:30 pm): And we don't wish to incur the addition costs now

 

Agent (01:30 pm): It will not change anything.

 

Agent (01:31 pm): As you approve this now, you don't need to pay for this month.

 

Agent (01:31 pm): Your bill will start once you start for Europe.

 

Agent (01:32 pm): As the bill starts at the end of August.

 

Agent (01:32 pm): Not now

 

Customer Name Removed. (01:33 pm): thank you. As previously stated, it is months away before we leave. We have no wish to pay more until we leave. So, what is the minimum number of days in advance do we need to switch to the new plan before we leave?

 

Agent (01:34 pm): So, shall I share this with you? You just need to check all the details, and I will switch to the date you want.

 

Agent (01:34 pm): You just need to approve it.

 

Customer Name Removed. (01:35 pm): Let's see if I understand this properly: I can contact Xfinity Mobile the day we leave for Europe and the change would be effect that day. Please confirm or correct my understanding.

 

Agent (01:36 pm): You just need to take this for now and activate the global travel pass one day before traveling to get it activated.

 

Agent (01:37 pm): And please do not worry.

 

Agent (01:37 pm): It will not affect the current bill.

 

Agent (01:37 pm): When the day of your move arrives, the bill will start from that day.

 

Customer Name Removed. (01:38 pm): Ok, let's try this again: I can upgrade to the sixth generation plan, with its free coverage in Europe, the day we leave and the coverage will be in place that day. Is this correct?

 

Agent (01:39 pm): As I will update that plan for now, you just need to contact us one day in advance to activate the global travel pass.

 

Customer Name Removed. (01:39 pm): Ok. It's now clear. Thank you. That is all we need today.

 

Customer Name Removed. (01:40 pm): Goodbye!

 

Agent (01:40 pm): Perfect! Shall I chat with you now?

 

Agent (01:40 pm): You can check all the details and approve this.

 

Customer Name Removed. (01:40 pm): We are done for today. Thank you