I got scammed TWICE by XFINITY AGENTS

I got scammed twice by XFINITY agents and bare with my explanation. In January of 2026 I call to see if the can get me back to my previous rate because I was going to end up paying double or triple the amount I was before the introductory rates. I was able to talk to the canceling department and get myself a cheaper plan with more speed, specifically since the upload according to the agent was going to be 100mbps and a 500 mbps download. I go through the link is sent to me by Xfinity, the link doesn't mentioned ANYWHERE the upload speed this plan is going to support, I mention it to the agent that is not thee if she is sure, I get a confirmation and accepted. After that the speed test doesn't show this "upgrade" specifically on the upload side of it, I mention it, they say it takes time to reflect (even though download did) and might need a restart. I trust these words to eventually after noticing no difference, my Xfinity account said my plan upload speed are up to 35mbps. I decided not to make a big deal and stay with the "upgrade" even though I still have a recording of the call for login purposes.p

Going forward to June 15, 2026 I called since I e been experiencing problems with my Internet. I've been having intermittent problems with my upload speed since October or November of last year, my upload latency for some reason sky rockets and interferes with my work. I restarted my modem to fix it which it did not. Proceed to call and get the "help" of an agent. I mentioned everything that's been happening but it seems they can't detect why is it happening, as long as upload or download speed meets the plan advertised speeds, doesn't seems there is anything the agents can do or detect. At all these when it came back to normal after a little while, the agent tells me the only thing left for me to try is to try, guess what, another upgrade. I decide to listen and see what she is got. This time a $50/mo 1Gig (1000mbps) with not 100 but 200mbps. At all this I'm still skeptical about it and I mentioned her that before I really accepting anything I want to the the offer specs by the text message link the sent me. I received it, check every root and cranny of it and there is no mention about any upload speeds (at this point seems by design and they have been exploiting this) I also notice that the price I get on the link is $110/mo, which I mentioned and she comes up with an elaborate explanation that since I've been for years with Xfinity and got the gold member status, I get a discount on her end, a deal I couldn't see on my end. I'm still skeptical and explain what has happened to me before, that theres a recording of last time and even this call is being recorded, that I just want sincerity because otherwise I would cancel anything that is not what she is mentioning. The respond was "I'm sorry the other agent lied to you...) proceeding to reassure me everything she was saying was true. At this point, why keep doubting it, I'm talking to an agent that I got in contact through calling the Xfinity phone number, everything should be fine, shouldn't it?

I accept the changes and she proceeds to move forward, during that time I start testing speeds and... ~1 gig download, ~35mbos upload told her, she says it needs time, while she still doing something in the background, I go to my portal on both the computer and phone, only was able to load my plan through my phone for some reason, the plan was 1gig download and 35mbps upload. I tell her, she thinks I'm talking about the speed test, and I reiterate that it is what I'm seeing through my account portal plan details. She freezes, puts me on hold for 3 minutes and when I reach back to see what's happening, she starts very fast saying "hello, hello, hello" and immediately hangs up while talking over me. After this I had to downgrade to an even worst plan that what I had since I didn't want to get charged that new amount for a plan that wasn't even as advertised, not to mention double the amount I was told. I talked to so many agent on the phone, them mentioning that everything would be referred to an "Escalation" team or department, but nothing is come out of it, seems like they all have been covering for each other. I decided to go next day to the store in person to get told by an associate, Justin, in the Manahawkin store, that there doesn't really seem to be such a thing about an escalation team, that there is many people that seem to come to the store with similar stories about this agents through the phone and there is not really anything that can be done to report such things. That also I could get in contact with the billing department, because I mentioned the concern I once had about getting charged the $110, but at all this I said I was going to cancel and he seemed very motivated by it "I can cancel you now" surely didn't want to deal with what all these agents on the phone began.

I haven't even been looking for monetary compensation or to match that imaginary too good to be true offer I got, but to hopefully prevent these things from happening to other people. I'll be leaving the company, there is no question about that, but it's so frustrating that there is no accountability for what these people do, or a respectable procedure of what a good report should be like. I'm drained with this situation to the point there is no coming back.