Deceptive business practices

Today’s interaction with agent trying to sneak in an extra $15.00/month speed upgrade. Unacceptable! Caught red handed!

--- Conversation on 08/15/2026 ---

Customer [Edited: Privacy] (10:53 am): Add sports package

Xfinity Assistant (10:53 am): To add the More Sports & Entertainment package, you can choose to include it with your existing TV plan. This package offers extensive sports coverage, including channels like MLB Network and NBA TV, along with features such as the Xfinity Stream app for watching on the go, a 4K TV Box, and a Voice Remote. The package is priced at $135 per month, which includes 300 hours of DVR service. You can customize your lineup to catch your favorite teams and sports events. For more details, visit the Xfinity website.\n For more details see: https://www.xfinity.com/learn/digital-cable-tv/sports/more-sports-entertainment-package Was this response helpful?

Customer [Edited: Privacy] (10:57 am): No

Xfinity Assistant (10:57 am): Thanks for your feedback. Let's try that again. Can you select an option from below?

Customer [Edited: Privacy] (10:58 am): Manage my account

Xfinity Assistant (10:58 am): Your plan includes Xfinity Internet and TV services\n\n

Xfinity Assistant (10:58 am): How can I help you with your plan?

Customer [Edited: Privacy] (10:58 am): Change my Xfinity plan

Xfinity Assistant (10:58 am): What changes would you like to make to your Xfinity Plan?

Customer [Edited: Privacy] (10:58 am): My Xfinity TV

Xfinity Assistant (10:58 am): How can I help you with your Xfinity TV?

Customer [Edited: Privacy] (10:58 am): Add a channel

Xfinity Assistant (10:58 am): No problem. You can manage your premium channels by selecting the "Add a channel" button below.Before you go, here are some tips. To add a channel, check the box just below the one you want. The channel will appear on the right side of your screen with your new monthly plan. Don't forget to review your changes and submit your order.

Customer [Edited: Privacy] (11:06 am): I need help with something else

Xfinity Assistant (11:06 am): How can I help you with your Xfinity TV?

Customer [Edited: Privacy] (11:06 am): Add a channel

Xfinity Assistant (11:06 am): No problem. You can manage your premium channels by selecting the "Add a channel" button below.Before you go, here are some tips. To add a channel, check the box just below the one you want. The channel will appear on the right side of your screen with your new monthly plan. Don't forget to review your changes and submit your order.

Customer [Edited: Privacy] (11:08 am): I need help adding the sports package

Xfinity Assistant (11:08 am): To add a sports package using the Manage Channels app on your Xfinity X1, follow these steps:\n\n1. Open the **Manage Channels** app.\n2. On the **Subscription management** screen, browse the **Sports** tab.\n3. View your current plan and monthly total on the right.\n4. Select the desired sports package and follow the prompts to add it.\n\nEnsure you have X1 service and a compatible X1 TV Box to use the app. For more details on parental controls, refer to the relevant support documentation.\n For more details see: https://www.xfinity.com/support/articles/x1-manage-channels-app-overview Was this response helpful?

Customer [Edited: Privacy] (11:08 am): Agent

Xfinity Assistant (11:08 am): OK. Which service do you need help with?

Customer [Edited: Privacy] (11:08 am): Xfinity Services

Xfinity Assistant (11:08 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?

Customer [Edited: Privacy] (11:08 am): TV & Streaming questions

Xfinity Assistant (11:08 am): Need help with Xfinity TV? Like an agent, I can help you with:

Customer [Edited: Privacy] (11:09 am): Chat with agent

Xfinity Assistant (11:09 am): No problem. I'll put you in touch with a live agent now.

Agent (11:09 am): Hi Customer [Edited: Privacy], thank you for contacting Xfinity. My name is Akanksha. How may I help you today?

Customer [Edited: Privacy] (11:09 am): The website errors out when I try adding the sports package to my channel line up

Agent (11:10 am): Thank you for bringing this to my attention. I understand your concerns, and I will assist you with this.

Agent (11:10 am): May I know which sports channel you would like to add to your plan?

Customer [Edited: Privacy] (11:11 am): $#.##/month (red zone)

Customer [Edited: Privacy] (11:12 am): It’s a bundle

Customer [Edited: Privacy] (11:12 am): I believe it’s called “More Sports and Entertainment 

Agent (11:13 am): Thank you for confirmation.

Agent (11:13 am): Please allow me a moment to check this.

Agent (11:15 am): Thank you for waiting.

Agent (11:15 am): I will help you add the sports channel.

Agent (11:18 am): I hope we are still connected!

Customer [Edited: Privacy] (11:18 am): It’s been a long wait

Customer [Edited: Privacy] (11:19 am): What’s taking so long? This should be an easy task

Agent (11:19 am): I sincerely apologize for the delay; I was preparing the order for you so I could share the approval to add this.

Agent (11:20 am): I have prepared the order, and now I need your digital consent to add this premium channel to your account. Please provide your best contact or email so I can share the approval with you.

Customer [Edited: Privacy] (11:20 am): ##########

Agent (11:21 am): Thank you very much for the details.

Agent (11:22 am): Okay, we are adding more sports and entertainment premium channels to your account. Your cable plan will remain the same, and you will receive 1 Gbps internet speed. Your overall bill will be $190.75.

Agent (11:22 am): Shall I share the approval for: [Edited: Privacy]?

Customer [Edited: Privacy] (11:22 am): Yes

Agent (11:22 am): I have shared the approval for (503) ###-#### so please check the link, scroll down, and click the I AGREE button.

Agent (11:22 am): Do let me know once it's done so I can check and confirm on my end as well.

Customer [Edited: Privacy] (11:23 am): Wait, the sports package is $9.99/month. How can my package go up by $40.00

Customer [Edited: Privacy] (11:24 am): ???

Agent (11:24 am): Let me explain it for you.

Customer [Edited: Privacy] (11:25 am): Can’t wait to here this bull crap

Agent (11:25 am): As I can check, your bill for the sports package is $9.99/month.

Customer [Edited: Privacy] (11:26 am): And what is the cost of my current package?

Agent (11:26 am): You are getting 1 GIG internet speed for both internet and cable services. Your bill will be $190.75.

Agent (11:27 am): Currently, you have 500 Mbps internet speed, and your monthly bill is $165.09.

Customer [Edited: Privacy] (11:28 am): Correct, $165.09 + 9.99 toes not equal $190.75

Agent (11:29 am): Let me explain.

Customer [Edited: Privacy] (11:29 am): Where’s the extra money coming from

Agent (11:30 am): Your current bill is $165.09, plus $9.99 for more sports and entertainment channels. While working on your account, I checked that you are eligible for 1 Gig internet speed, so you will also receive 1 Gig for $15.00 per month and More Sports and Entertainment for $9.99 per month. Your overall bill will be $190.75.

Agent (11:30 am): Your estimated recurring monthly bill will be $190.75, which includes $10.76 in estimated monthly taxes, government, and other fees.

Customer [Edited: Privacy] (11:31 am): I don’t WANT 1 gig for $15.00/month. I want my current package + the sports package for $9.99/mont!!!

Agent (11:32 am): Sure thing, thanks for confirming! Let me help you with more sports and entertainment premium channels.

Customer [Edited: Privacy] (11:33 am): Why did you assume I wanted #gig for $15/month and just add that in?

Agent (11:33 am): Customer [Edited: Privacy], you are getting more sports and entertainment premium channels, and it will cost you $9.99. Your overall bill will be $175.75.

Agent (11:33 am): Shall I share the approval for: [Edited: Privacy]?

Customer [Edited: Privacy] (11:33 am): Yes

Agent (11:33 am): I have shared the approval on [Edited: Privacy], so please check, open the link, scroll down, and click on the I AGREE button.

Agent (11:37 am): Thank you! I got your approval. Here is your order ID: XXXXXXXXXXXX2046.

Agent (11:37 am): Are we connected?

Agent (11:37 am): I haven't heard from you in a while. I'm happy to continue assisting you.

Customer [Edited: Privacy] (11:37 am): It’s been agreed upon

Agent (11:38 am): Yes, I got your approval! Here is your order ID: XXXXXXXXXXXX2046.

Agent (11:38 am): To summarize our conversation, you contacted us regarding adding a sports channel. I added it for you, and I hope I was able to resolve the issue today!

Customer [Edited: Privacy] (11:38 am): Again, why did you assume and add the $15.00/month charge without explaining it or asking if I wanted that?

Agent (11:39 am): I just want to help you with upgrading your internet speed. My only intention is to assist you in finding the best deals on your account. I hope you do not mind.

Customer [Edited: Privacy] (11:40 am): That is completely unexceptionable business practice! And actually fraudulent behavior.

Customer [Edited: Privacy] (11:40 am): I will be taking this further with upper management. Thank you

Agent (11:40 am): I apologize, Customer [Edited: Privacy], but trust me, my intention is only to help you, nothing else.

Customer [Edited: Privacy] (11:41 am): Can you send me a transcript of this chat session please?

Agent (11:41 am): Sure, you can double-click on "Download Transcript" at the end of the chat.

Customer [Edited: Privacy] (11:41 am): Ok, thank you.

Agent (11:41 am): Is there anything else I can help you with today?

Customer [Edited: Privacy] (11:42 am): When will the channels become available 

Agent (11:43 am): These channels will be added within 5-10 minutes.

Customer [Edited: Privacy] (11:43 am): Ok, thank you

(Edits made to remove PII for Privacy issues/concerns ~XC)