seasonal convenience plan

We are very disappointed with Xfinity agents and the amount of time spent on the phone with problems still not corrected.

 First call:  Sept. 14, 2022, we requested seasonal hold with only low-speed internet and no tv.

 Second call:  October 24 we discovered from the latest bill that the seasonal plan was not implemented and placed call to find that service was not suspended by agent. This second call resulted in new seasonal hold with low-speed internet starting 10/28.   Agent did notice a note of our initial seasonal hold call that was not executed.

The finance dept denied credit however, supervisor Brittany allowed a good-will credit of $130.  We were told verbally by Brittany that our plan should have been written with a monthly fee of $37.95.

Third call: October 28 learned internet access was disconnected and placed a call. We guess it was disconnected because they put us on the wrong plan. We were told the agent will reconnect the internet and we were to wait 48 hours for it to be activated.

Fourth call: Nov 3 internet was still not working. Finally got the agent to get the internet connected. We received a new email and discovered we are still on the plan that includes tv service.  Supervisor JD refused to correct the plan saying we are not allowed to cancel and create a new one since we already have one seasonal plan in effect. 

We are not looking to change a plan; we are looking to implement our original request with a seasonal convenience package of $29.95 with a Xfinity internet of $8 and no tv.   We’ve been given a plan that includes tv and broadcast tv totaling $60.20.