Revert Back to Previous Plan

While chatting about the NFL Sunday Ticket problem, I was asked if I wanted to upgrade. I stated no and when asked why I said I wanted to keep my Netflix being paid through Xfinity. I was told (and I have the transcript) that Netflix would not be removed. All I thought I was doing was upgrading my internet (to 1200) and getting unlimited data. I did not realize I was going to lose channels (outdoor, red zone and others) and Netflix. I have tried to chat again (and again) with agents, but have been told they can't do anything. I'm not sure why I just can't go back to what I had?