Conflicting information from agents

I’ve been a Comcast customer for almost 10 years, and unfortunately I’m extremely disappointed with the service I’ve received recently. To summarize the issue: I had been paying $55 per month for internet service until March, when my mobile discount expired and the price increased to $95. Before the discount expired, I contacted customer care and was offered a new deal of $65 per month with a 5‑year price lock. I made it clear that I planned to reach out again the following month to see if a better offer was available, and I specifically asked whether I would still be able to receive the same $65 deal if I came back. The agent assured me that the offer would be noted on my account and that I would be able to receive the same or a better deal. However, when I contacted customer care again, I was told that the deal was no longer available and that I would have to pay $95 per month. Below is the conversation where the agent clearly offered me the $65 rate. At this point, I’m strongly considering switching to T‑Mobile, as they have offered me a competitive deal and are willing to cover my mobile balance. I’m frustrated with the conflicting information I’ve received from your customer care team, and this experience has made me question continuing my service with Comcast. I hope this can be resolved, but as of now, I am very dissatisfied with how this situation has been handled.

--- Conversation on 01/12/2026 ---

Xfinity Assistant (01:22 pm): Your automatic payment of $55.00 to Xfinity has processed - thank you. Review bill details here: https://customer.xfinity.com/billing/servicesTxtHelpOrStopMsg&DataRatesMayApply

--- Conversation on 01/26/2026 ---

Xfinity Assistant (11:31 am): Good afternoon, George.I'm Xfinity Assistant, here 24 hours a day to answer your questions. To get started, here are some options. Or, you can describe what you need help with. By the way, you may get a quick survey after our chat or by text. We appreciate your input.

GEORGE (11:32 am): Internet offers  

Xfinity Assistant (11:32 am): Your level of service is HSD Gigabit - Modular including download speeds up to 1300 Mbps and upload speeds up to 35 Mbps.

Xfinity Assistant (11:32 am): How can I help you with your internet service?

GEORGE (11:32 am): Talk to agent '

Xfinity Assistant (11:32 am): OK. Which service do you need help with?

GEORGE (11:32 am): Xfinity Services

Xfinity Assistant (11:32 am): 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?

GEORGE (11:32 am): Billing questions

Xfinity Assistant (11:32 am): How can I help you with your bill?

GEORGE (11:32 am): Chat with an agent 

Xfinity Assistant (11:32 am): No problem. I'll put you in touch with a live agent now.

Agent (11:32 am): Hi GEORGE, thank you for contacting Xfinity. My name is Sourabh. I see you may have questions about your bill. Is that correct?

nullAgent (11:33 am): Hello, George

nullAgent (11:34 am): Thank you for bringing this to my attention. Rest assured, as you are connected to me, I will surely check for better options to reduce your monthly bill.

Agent (11:34 am): Let me quickly pull up your account so I can assist you better.

nullAgent (11:34 am): Please don't toggle or minimize the chat window, or we may lose each other.

nullAgent (11:35 am): Thank you! While I pull up the account, may I ask how your day is going?

nullAgent (11:36 am): Glad to hear that!

Agent (11:36 am): To provide you better deals according to your usage, may I ask a few questions?

nullAgent (11:36 am): Could you please let me know how many devices you connect to Wi-Fi at the same time?

nullAgent (11:37 am): Great! Thank you for sharing the info. Let me prepare a deal for you. Please stay with me.

nullAgent (11:38 am): While working on the account, I can see that you are using mobile services with us. I would like to appreciate you choosing mobile services with us.

Agent (11:40 am): Just a heads up! Please be active and responsive during the chat. The chat will automatically disconnect after a few minutes if there is no response from you. You can type "ok" once after my response to keep the chat active.

nullAgent (11:41 am): Got a deal for you!

Agent (11:41 am): Shall I share it?

nullAgent (11:41 am): Xfinity is now offering a Next Gen booster plan designed for speed, convenience, and value. Get 1000 Mbps internet with the same rented modem, which includes unlimited data for seamless streaming, gaming, and remote work. Your total monthly expenses will be $65/month after enrolling in autopay and e-bill through your checking account.

Agent (11:41 am): Additionally, you are eligible to receive a brand-new Apple iPad at 50% off for around $7, featuring unlimited data for about $20. With this offer, your total expenses will be just $92 per month, inclusive of all taxes and fees, after a $10 autopay discount via checking account.

Agent (11:42 am): How does that sound?

nullAgent (11:44 am): Currently, you are using the old generation 1200 Mbps internet speed. I have added the speed of 1000 Mbps, which is next-generation technology. Rest assured, it is suitable according to your usage.

Agent (11:45 am): You will not face any interruption in the streaming and gaming as well.

nullAgent (11:46 am): The price will be good for the next 5 years, so you will not face changes in price for 5 years.

nullAgent (11:47 am): Currently, it is the best promotion reflected in your account. However, we provide promotions in the account from time to time, and this is a non-contractual deal. So, you can check back later to see any other promotions in your account.

Agent (11:47 am): Currently, it is the best offer that you can pick.

nullAgent (11:49 am): It will go to regular price, which is $95/mo.

nullAgent (11:50 am): Same speed of 1200 Mbps that you are currently using.

nullAgent (11:51 am): I wish I could do that for you. However, currently, the speed of 1200 Mbps is not showing in your speed. The high speeds showing in your account are 1000 Mbps and 2000 Mbps.

Agent (11:52 am): account*

Agent (11:53 am): Hope you are receiving my texts.

nullnullAgent (11:53 am): The speed of 2000 Mbps internet with the same rented modem will cost you $70/mo with autopay from a checking account and paperless billing for the next 12 months.

nullAgent (11:55 am): 2000 Mbps will cost $70/month for the next 12 months.

Agent (11:55 am): Yes, the 2000 MB PS promotion is available for 12 months currently.

nullAgent (11:56 am): Currently, it is only for 12 months; however, do not worry about that. You will be notified 1 month prior in the 11th month, so you can avail this promotion again.

nullnullAgent (11:58 am): Sure, I can check that for you.

Agent (11:58 am): again

nullAgent (11:59 am): Thank you for waiting.

Agent (12:00 pm): I have reached out again, and I apologize for the typo. It is actually 2000 Mbps internet speed.

Agent (12:00 pm): It was 1200 earlier and updated to 2000. JMB, so that's the reason the system is showing Gigabit Extra, which is 1200 Mbps internet speed.

Agent (12:01 pm): However, I have rechecked thoroughly and can see that it is Gigabit x2, which is actually 2000 Mbps internet speed.

nullAgent (12:02 pm): Currently, upon checking your usage, I can assure you that you will not face any interruption.

Agent (12:03 pm): The speed of 1000 Mbps is enough, and if you have any issues, you can chat back to us to get upgraded internet speed, as this is a non-contractual deal. You can make changes whenever you want.

nullAgent (12:04 pm): Yes, you are correct.

Agent (12:04 pm): And you will also get a prorate adjustment in your current bill as well when you make changes.

nullnullnullAgent (12:08 pm): Sure, let me check it.

Agent (12:09 pm): George, I totally understand your point, and I wish I could do that for you. However, the system is not allowing me to process the deal for March.

nullAgent (12:11 pm): Sure, you can chat back to us anytime.

nullAgent (12:11 pm): I will surely add the notes to your account so you can get the same or better promotion. Rest assured about that!

Agent (12:12 pm): Will that be okay?

nullAgent (12:12 pm): Your most welcome

Agent (12:12 pm): The pleasure of assisting such a polite, cooperative, and understanding customer is mine, so I should be the one to thank you.

Agent (12:12 pm): Before we wrap up, do you have any pending issues you'd like to discuss regarding your Xfinity experience so we can address them now? Xfinity wants to ensure we cover everything for you!

nullnullAgent (12:13 pm): Thank you for contacting Xfinity. Have a great day ahead! Please keep yourself safe and healthy.

Xfinity Assistant (12:13 pm): Thank you for contacting us.

Xfinity Assistant (12:13 pm): Thinking about your chat with us, how likely are you to recommend Xfinity to friends and family? Reply from 0 Not at all Likely to 10 Extremely Likely.\n\nTo return to the Xfinity Assistant, type exit.