Service Complaint

I started a chat session with an xfinity service person with a simple question - to understand my internet speed. Initially the call was good but ended up being a sales pitch and even worse the agent was deceptive and manipulative in trying to get me to sign up for xfinity mobile. I understand an agent taking an opportunity to offer more services but your agent outright lied to me trying to get me to "approve" the new plan. As a result, I'll be switching my service to T-Mobile where pricing is comparable but I have more confidence in the service. It's unfortunate that after decades with Comcast/xfinity, this happened. Here is the transcript for your reference (the call took place on June 6th around 1pm CDT and the agent's name was Rohit):

what are the upload and download speeds for my xfinity plan and equipment

 

I can help you manage your plan.

View plan details

 

agent

 

Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

 

BillingInternetTV & StreamingXfinity VoiceXfinity Home SecurityActivation

Internet

How can I help you with your Internet service?

Troubleshoot my connectionManage my WiFi networkLearn about Xfinity xFiCheck my Internet speedChat with an agent

 

Chat with an agent

 

Got it. I'll put you in touch with a live agent now.

Live chat started.

Rohit joined the chat.

Hi Steve, thank you for contacting Xfinity. My name is Rohit. How may I help you today?

 

Hi Rohit. I see on my account page an offer to upgrade my service to Download speeds: up to 300 Mbps Upload speeds: up to 20 Mbps. I would like to know what speeds my current plan are.

 

I can see that your current speed is 300 MBPS / 20 MBPS

But please do not worry as I can get this issue fixed by my end

Please allow me a few moments while I attempt to refresh your account.

 

oh, so if i want to upgrade, what speeds would an upgrade to the next level be and how much would it cost?

 

What is the speed upgrade you are looking for ?

 

whatever the next level faster from where I am.

 

Sure let me check this for you.

 

thanks

 

There is 500 MBPS , 800 MBPS , 1000 MBPS and 1200 MBPS

What would you like Steve

 

what is the cost?

for 500

 

Let me add the discount for you on the account from my end and get the bill as low as possible

 

I have a good news for you Steve

I can get the 500 MBPS for you at the same bill as now

No additional charges

 

oh, really? wow

How does that sound?

Would you like to grab it?

 

so nothing additional at all? (e.g., activation fees, contract changes, equipment changes)?

 

Nothing at all

 

that's hard to say no to :-)

 

Actually the charges were rising but I added some additional employee discount from my end

 

thank you

 

So the bill remains same

My pleasure.

 

perfect

 

Steve as you are connected to I just want to make sure that you leave with a smile on the face :)

And obviously save some money too

So shall I share the approval for the upgrade Steve?

 

yes, please

 

Please stay connected

Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order, and if it's correct, please approve it. What phone number or email address would you like to use to complete this process?

Would you like to use the number or E-mail to receive the approval?

 

you can use mine - [Edited: "Personal Information"]

 

Perfect!

Please so ahead and click on I agree

And let me know once completed

 

the monthly bill of 121.75 is more than what we are paying now which is $101.75

 

Let me explain this to you

I also have an additional offer for you in which I can get you mobile bill lower including as well

So the offer was to low the mobile bill and the internet bill as well

 

we don't use xfinity mobile, only internet

 

Let me make this easy for you

I can get you a FREE phone and save almost $20 to $30 on the mobile bill

So you save money get the upgrade and get a FREE phone as well

How does that sound?

 

it sounds like you were deceptive in what you told me earlier and were hoping i would just approve without reading the details. so i'm ending this conversation. i expected more from xfinity.