Subscription not recognized

I went to an Xfinity store and found out I had been the victim of Xfinity not informing us that the new modem you pushed was, yes, an upgrade--how nice!  BUT it would require us to change our plan.  In the process, we lost the plan we were grandfathered into and now am forced to pay considerably more just to get ESPN and one or two other channels that used to be part of our Basic plan.  We would have stayed with our former modem--it was working fine for us (but not according to the tech...) So, all in all, not only were we not told the consequences of upgrading the modem, your AI assistant is extremely frustrating to engage since there are no options that I could fine (after 40 minutes and repeated attempts) that connected me with a real live person.  So, I finally gave up and scheduled an appointment at the Factoria Xfinity store.  That's where I found out we had not been informed of the consequences of the upgrade.  

I am very sorry to hear about the experience @user_dzgwhu! We can certainly document the feedback on our end as we are always looking for ways to improve the customers experience. Did you get the upgrade completed at the store to get ESPN back?

We have the channels back since we are paying more... To get our bill down, the Xfinity employee asked whether we needed the TV boxes since we don't record shows.  I'm now attempting to figure out how to get the Xfinity app to work the TV so we can return the TV boxes and save $12/month.  Is there a YouTube video about how to do this?

We can help look at your bill to see if we can find you a lower rate. We can also look to see what options we have to help make your TV easier. If you could send our team a direct message with your full name and full address, we can get started.
 

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it