Concerned and frustrated

I am very disappointed and concerned about the Internet service that Xfinity provides.

I’ve been with Xfinity for almost 3 years now and I never got the speed that I was promised. I understand that using my own modem could contribute to this but the speed was very very low and the service keeps disconnecting.

I’ve used my modem before with other providers and never had this issue before.

I’m more concerned about my experience disconnecting the service. You cannot do this through virtual assistant and it’s very hard to get connected to a live agent and even when you get connected to a live agent, they give you a hard time with providing you with new offers.

My recent experience with chatting with live agent was concerning because they give me an offer to pay $30 a month for a speed of 400 and to get free iPad A16 but when I asked about more details about the offer, they never replied so I’m not sure if it was real Agent who I was talking to. After multiple attempts, I was able to reach to someone through the phone to disconnect my service. It took about 20 minutes to do this despite telling them I’m not interested in any offer any more especially she was surprised about the offer that I got from the live agent two days ago. I have screenshots of the conversation that I can provide to the company if the company cares about it.

I’m very disappointed after three years of experience and paying too much money (70$ and then 90$ a month ) and getting extra slow speed, frequent disconnection, and build up frustration from trying to reach out to a live agent through the virtual assistant.