My terrible, horrible, no good, very bad experience with Xfinity.

I've been a customer with Xfinity for a very long time. Since before they were "xfinity". Until recently I had Internet, TV, a VOIP home phone and 5 cellular lines through them. This all was originally given at a reasonable price, then prices kept increasing until our combined bill totaled close to 400 per month! My internet, tv, voip bill was just over 180, so my initial contact with them was to either lower my bill to compete with another provider or just cancel and switch to them. The first customer service rep I got over chat attempted to retain me by offering some "deals". It started off okay with him offering a lower bill along with an Apple watch. I told him I don't need an Apple watch, so he offered an iPad 10. I was already looking to upgrade from my current Air 3, but the 10 isn't much of an upgrade, so I passed on that as well. Since we were on the subject, I asked what kind of deal he could get me on a on iPad Pro.

Here's where it got stupid.

He comes back to me with a "deal" consisting of the 1200Mbps plan and an iPad Pro for 218 PER MONTH! 136 for the plan and 82 for the iPad. That seemed pretty wild, so i looked on xfinity mobiles website. The website says 62 per month and i know now that the plan is 95. What was going here? This is the opposite of a deal and looked more like a scam. Assuming I was going to take this "deal" and without confirmation or permission, he added the Unlimited Tablet plan to my mobile account. An extra 40 per month!

This whole interaction took over an hour. I was quite upset at this point, felt like my time has been completely wasted and told him I was done and I want all services cancelled...he told me he cant do it and to call a separate number. Ugh. Of course.

So, I call the number. It's at this point that I realize that my cellular coverage has now tanked. It's alternating between 1 bar and no service. I have to rely on wifi calling now. I'm still connected to the chat agent and ask him if he did anything to me cell service. He replies "we would never do that to a loyal customer". What a strange response after telling him I'm cancelling everything...

After the excruciating process of getting through the menus I finally get someone on the phone. This guy is at least somewhat helpful. I tell him I want happened and that I want to cancel all my services. He says he can do that but that I will then incur an "access fee" of 25 per line on my mobile bill. I had 3 cell phones and 2 iPads on this account, so, that would be 125 per month EXTRA just in fees. Insane. They waive these fees if you have internet thought them. Kinda feels like extortion. Well, now I have to keep my internet plan with them since we still have a phone on a payment plan.

He was able to cancel the VOIP service and the TV service (which I literally never used) and upgraded my internet plan from 1000 to 1200 and got that bill down to 95. Fine, I guess.

I tell him about the tablet plan that the other guy added he tells me I have to talk to another department to make changes to my mobile account. Great.

Here we go again. Menus... waiting....

I get through to a person who helps me take the tablet plan off altogether, which lowers that bill a small amount. At least this was mostly painless.

All in all, I guess I accomplished what I needed by lowering my bills, but it definitely didn't go how I wanted.

It was an extremely long process (3+ hours) just to cancel a few services and fix one of their own agents mistakes. On top of that were the ups and downs of thinking I was going to be able to upgrade my iPad only to have that thought ripped away by what still looks like a scam to me.

I STILL have cellular coverage issues, often having no service at all throughout the day unless connected to a wifi network. I contacted customer support again today about this and was told they have contacted verizon to check their towers and to give it a few hours to a few DAYS and see what happens.

I am beyond upset with this 4 day fiasco and, unless somehow made right, have resolved to pay off the cell phone as quick as possible so I can drop all xfinity services.