Live support agent giving misinformation. Again...

Last year I enrolled in the Xfinity NOW plan where I had an awful experience with the internet speeds and ping falling drastically short of what was advertised on site and shown on the FCC Broadband Facts label. After spending several hours on live chat and the phone with support "helping" me troubleshoot they were not able to help. I even bought my own $150 modem that was advertised on the site as officially supported by Xfinity but was unable to use it and once I finally got support to change over to it the speeds were awful and I was told it was a "firmware issue" with the modem which is not true at all and multiple other people have shared issues regarding this. I have time and time again been lied to and fed misinformation from support and have been ran in circles until I give up trying. (I have spent right around 20 HOURS in live chat and on the phone with support in the past year regarding issues with my plan and family members plans.) 

Okay now with that out of the way, I finally gave up trying to fix the issues with my NOW plan. (I still have a $150 modem that I can use as a paper weight though!)

After giving up on the NOW plan a support agent in live chat was helping me swap to a normal internet plan where I decided on 500Mbps and the agent helped me through the process and when confirming the details of the plan mentioned that it was a 1 year price lock term. BEFORE confirming the plan I expressed my desire to enroll in the 5 year price lock term (which was indeed available to me at the time), and I was assured that when the 1 year term ended I would be able to continue my monthly payment pricing to 5 years. I didn't think too much about it and just accepted because I had already been dealing with talking to support for probably 6-8 hours over the previous week and just wanted to be done. I'm not sure if the agent was just lazy and didn't want to go back and change the plan details or if they were confused/ not properly trained but it appears this was not the case and my 1 year term just ended and my bill went up $30 per month (to $95/month from $65/month) with no option to continue my term to 5 years. I contacted support ONCE AGAIN and was given the wonderful option of a 5 year term on the 300Mbps plan for $5 more than I was paying for my 500Mpbs plan. ($70/month for 300Mbps vs my previous $65/month 500Mbps plan)

I don't even need the extra 200Mbps honestly, and I'm fine with the 300Mbps plan for $70/month it's just so frustrating how much I have been lied to and mislead by support. I do unfortunately live in an area where Xfinity is the only hardwired provider so I don't have another choice for an ISP that can provide half decent ping and connection stability. I feel like that fact is constantly taken advantage of and trying to remedy any issues with my internet over the past year has honestly just been such a miserable experience...

If there is someone I can talk to about this issue (or some of the others I have accrued over ~20 hours of contact with support with no resolution) please respond to this post and give me an avenue to contact you as publicly laying out this stuff sucks but there is no other way to get in touch with someone in a position to help with these type of issues. I did previously make a post about another issue I had with support but did not see the response from a support member until 3 months after. I will try to check back in on this platform more frequently.

I have come to the realization that support does not have very good communication between departments and that the agent I talked to yesterday has nothing to do with the agent I'm talking to today so I don't want to be disrespectful to them as I know they are just following the standard set for them but there comes a point where it gets to be a little ridiculous. Im hoping that I am able to be put in contact with someone who has the ability to actually do something to help (or at the very least give an avenue of contact where I'm not just told to unplug it and plug it back in 10 times) and is able to discuss it outside of copy pasting a script. 

Thank you for your time if you actually read through this post and I hope for a response soon. 🙏