Ongoing issues and extremely poor customer service experience

I’m writing to express my serious dissatisfaction with the service my mother and I have received over the past two days — an experience that has been frustrating, disappointing, and frankly unacceptable.

While visiting my elderly mother (who is not particularly tech-savvy), I contacted Xfinity via online chat to review and update her service package. I specifically confirmed — twice — that her landline would be included in the new plan. The agent explicitly reassured me, stating: "Please don't worry, your landline services are keep as it is." I saved a copy of this transcript I would be happy to provide.

The next day, her landline — the very service we confirmed would remain intact — was disconnected. When we called Xfinity, we were informed it had been removed from the plan and that the bill would now increase by $25/month to reinstate it. To make matters worse, we had to specifically request that her longtime phone number be retained, something we were not told was at risk.

We were then told her landline would be active again within 30 minutes. Two hours later, nothing had changed. Upon calling again, we were told it would actually take 24–48 hours to restore — a completely different timeline and a deeply frustrating bait-and-switch.

My mother has relied on that landline for years — it’s her primary method of communication with doctors, pharmacies, and essential services. To be promised one thing, have that service disrupted, and then be charged more to fix what was clearly Xfinity’s mistake is simply unacceptable.

This experience has left us with a complete loss of trust in Xfinity’s ability to deliver on what your agents promise. As well as serious concern about how poorly this was handled, particularly for a long-time, loyal customer who depends on this service for critical daily needs. And now I'm left with a lingering question about whether we want to continue as Xfinity customers at all — both for my mother and myself, another long-time customer of over a decade.