Visitor
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1 Message
Terrible Customer Service trying to upgrade
I reached out to two representatives today who were not helpful or communicative. The second representative Sargavly was beyond rude. I asked for an upgrade to the $50 internet promotion and he said I would have to pay $70 for 300mbps and switch after 7 days. I asked more questions about other options as the other representative said I would have to cancel and start over to get the promotion. Once I stated the 300mbps is $40 on the website and asked which price was correct the representative said to just go into the store and ask them to help me “alright” and closed the chat on me immediately but labeled it “inactivity” so because I inquired about the price discrepancy I was pawned off to go into the store which is much more hassle and almost impossible with my work schedule. Unacceptable treatment and I have screenshots of the chat. It’s also available for download.
XfinitySara
Official Employee
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2.9K Messages
3 hours ago
Hello, @Xfinityangel88. Thanks for reaching out regarding your interest in upgrading your plan and this poor experience. I know how important it is to maintain the level of service you need while managing a budget, and would be happy to help however I can! Before we take this "offline" to pass your feedback along, have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way!
We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!
And if you still need assistance, our team remains here, awesome to work with because we can always double-check your options if you run into any trouble online.
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