Lied to and nobody will assist me.

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Thank you for bringing your experience to our attention @user_ibpj30 Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I have had the same experience.  I have had Xfi Complete for awhile (I don't know exactly when I got it).  A few months ago I was told that if I had Xfi Complete, along with a newer gateway,  I could get faster upload speeds (100-200mbps vs 20-23).  Never saw those speeds.  While talking to an "agent" on chat I was told that if I got Xfi Complete I could get that since I already had Superfast service (one of the prerequisites for higher upload speeds). At that time, I did not realize that I already had Xfi Complete through a special they had run previously and with a rate of $15 a month).  My bad.  I agreed to get it and they sent me a new XB7 gateway.  No change in speeds.  Then I found out what happened with the Xfi Complete debacle because I noted that the rate went from $15 a month to $25 a month because the moron on chat cancelled out the special I had.  Moving along, I was just told, after complaining again that I'm not getting the upload speeds I was promised, that there was an issue with my new XB7 gateway.  They said they send me the latest and greatest XB8 and that would do the trick.  I received, you guessed it, another XB7 which has given me the same results as the one it replaced and the gateway I had before which I believe was an XB6.  Chat agent said they'd schedule a tech to come out today between 8 and 9.  No one showed.  When I contacted chat, again, they said the tech was scheduled for between noon and two.  And again, no one showed up.  I have been lied to, costing me money and time that I didn't need to spend.  The moral of this story, or at leas part of the moral of this story is, DO NOT DEAL WITH THE CHAT AGENTS!  They are either lying or ignorant/poorly trained.  And at MY expense.  Yes, I am mildly upset, approaching livid.  I have been a customer for many many years with a short break last year when I though Verizon could better serve my needs I quit in one month and went back to Xfinity.  When things work, they work well.  When the don't work well, it's a nightmare.

Am I still having issues?  I just posted this!  Of course I'm having issues!  Primarily with customer service, or the lack of.  Nobody seems to know anything with any certainty.  And while the so-called chat agents talk up a good, caring story, they have proven to be worthless.

Earlier today a live Chat Agent also lied to me. This is what I posted over on DSLReports:

Today I had an issue streaming to the Roku so I used the online (web) chat, first through the autobot, and then with human.

While waiting for processes at his end, that Chat Agent said he could save me serious money by changing plans. I specifically asked if I would keep the same channels and the same Cloud DVR capacity. He said Yes on both points.

After signing the contract after reviewing the summary he sent me, I discovered ...

1. None of the premium packages were kept, meaning I did not end up keeping the channels I had before. (I re-added them so I am back paying those monthly fees.)
2. Cloud DVR suddenly shrunk to just 20 hours. (On a phone chat later I got DVR Service $10/mo and Premium DVR Service $10/mo added back on to bring it back to roughly 300 Cloud DVR hours at $20/mo, to get roughly the same number of Cloud DVR hours I had before this change).
3. The savings ends up costing me roughly $10/mo more than what I was paying before switching to the 1-year contract and adding back lost channels and adding back lost Cloud DVR capacity.

Oh, there was fourth promise that didn't happen: he would put a smile on my face before the chat was done. That didn't happen because I am still having Cloud DVR issues on the Roku Ultras (4800X, specifically listed on supported third-party equipment, as well as on my other Roku Ultra, both of which I tried this morning) and FF while watching a recording still often lands where the Xfinity Stream App on the Roku cannot resume playing and sometimes the video suddenly starts going super fast while the audio remains at normal rate, as well as costing me an additional $10/mo for falling for his sales pitch.

You may remember in past postings I had previously lost premium channels by changing a plan that a phone agent said I wouldn't loose, and another Chat rep promised same Cloud DVR capacity but at that time the contract summary called out the number of Cloud DVR capacity so that saved me from switching that time, but today I didn't see any mention of the Cloud DVR hours in the contract summary, just in the contract after I "signed".

The only saving grace this time is that I didn't lose any recorded content that was way above the 20-hour capacity that came with that contract, just the scheduled recordings for the premium channels that got cancelled when I "signed" the contract. If I had lost the recordings (except for the most recent 20 hours), I would have probably told my wife, "Let's try YouTube TV" or something similar and see if that would work as an alternative to Xfinity video. (Unfortunately, there aren't good alternatives to Xfinity for high-speed Internet at my address at this time.)

Using the online chat to try to report the Xfinity Stream App bugs (still not resolved after two years and a sudden up-tick on those problems last night) turned out to not only be a complete waste of 3 hours but also ended up costing me roughly $10 more per month.

Oh, and a fifth broken promise by that Chat Agent: that I would be able to download a transcript of the chat when we were done. That link failed to work.

I was tricked into services that I don't want and I want to cancel them before I get them. I was tricked into getting two "free" phones, targeted by your staff in fact. I do not neither want nor need any more phones.  The Xfinity Mobile staff sought me out calling me with a promotion that I know now was a trick.  I realized it yesterday after seeing that I would be charged for services I do not want.  The timeline is I received an unsolicited phone call from Xfinity on Sunday, February 11th, 2024.  Then again on February 12th, 2024, targeting ME specifically with a promotion for Valentine's Day.  I indicated I wasn't interested after some pushing from their end.  They then called me back (unsolicited) and indicated I would also get $100 so I caved. Now I realize this was a trick to get me to sign up for products and services I not only do not want nor need but cannot justify as part of my budget as a senior citizen. I need help cancelling these phones before I receive them and cancelling the lines before it costs me or I am charged for any of it.  The phones have not arrived.