Internet only question
I am having a bit of a situation. My wife died at the begining of the week and she is the primary on the account. Our agreement ended about a month or so ago and I called looking to switch to a no contract internet only plan while I sort out funeral and hospital bills among other things fully intending to switch to a better plan once life isn't so hectic from my wife's passing. Before I called, I made sure to verify all plan options in my area on the current pricing list below.
Services & Pricing Effective October 26, 2020 1-800-xfinity | xfinity.com
Citrus Heights, El Dorado County, Elk Grove, Folsom, McClellan AFB, Placerville, Rancho Cordova, Roseville, Sacramento, Davis
and Yolo County
Performance Starter+ $50.00
Performance Select $55.00
Performance Pro+ $70.00
Blast! Pro+ $80.00
Extreme Pro+ $90.00
Gigabit Pro3,11 $299.95
Internet/Voice Equipment Rental $14.00
Gigabit Pro Cable Modem/Router $19.95
Unreturned or Damaged Equipment Fees7 (per piece, per occurrence)
Gigabit Pro Activation Fee (per occurrence)
While the idea of $50 a month for only 25mbps wasn't appealing, I was willing to accept this knowing I would in a few weeks switch back to a more palitable speed. Upon calling customer support and letting them know about my situation and request they transfered me to the retention department. I informed the gentleman my desires and asked not to be sold anything as this wasn't an appropriate time. He proceeded to attempt to sell me the $70 plan saying it was the cheapest non-contract plan. I asked for the performance starter+ plan and he once again attempted to sell me a higher price plan and tried to explain how for only $5 more I would receive speeds of....
I asked for a supervisor and after a brief hold I was offered a $55 plan for the Serformance Select at 100mbps and told that Xfinity did not have a Performance Starter+ plan available for me in my area. She then proceeded to explain that my old plan which I already knew was no longer available was no longer available. I again asked for the lowest price plan and was again told it did not exist and that if I saw a price list of available ala cart pricing I would have to go online to get said pricing and she would not offer it.
My question is this. First why is your cheapest plan so expensive when all your competitors are so much less expensive? Second is why, even though it is more expensive, if someone asks specifically for the plan that the first agent could in fact see and tried to sell me a better and faster plan does the supervisor not see and tell me does not exist?