Two separate Xfinity phone agents have lied to me recently

To provide anyone interested with a better feel for the performance of Xfinity customer service in my case, I simply tried to see if I could reduce the cost of my bill. I began by chatting with an agent. I asked her why I was t getting the three product discount that my brother gets. She couldn’t tell me why I wasn’t getting it. To bring down my bill, she proposed reducing my services and she offered me a lesser plan but one including “a brand new iPad” that I didn’t ask for and don’t need. But she was primarily interested in pushing me to add Xfinity mobile services to my account. She wasted most of an hour in the chat and I had to go.

The following day I went into the local Xfinity store. I asked the agent why I wasn’t getting the three product discount that my brother gets. He called in to central customer service for me and said it looked like I was eligible for it. But the manager was on break. I said, I can come back in a while. He said they might be busy then. He also said they don’t have the power to award that discount at the store, that I would have to call the telephone customer service line. Before I left, he tried upselling me on Xfinity mobile services.

The next day I had some time, I called the Xfinity Customer support telephone number. I got a woman who tried multiple times to upsell me on mobile services. She said the price I was paying for my existing plan couldn’t get any cheaper. She said I didn’t qualify for the three product discount but she was not able to explain why. I pointed out I’d been a customer for long long time. She looked and said it’d been 34 years. I said you probably weren’t even born then. She said, you’re right, I’m only 25. She then said, you’re a great customer, let me connect you with our Loyalty Team.

She transferred my call and after a long wait I was connected with a different salesperson but one who had much worse English skills. He tried repeatedly to upsell me on Xfinity mobile services. I said, I just want this three product discount that my brother gets. Why can’t I have that? That would really help bring my bill down. He put me on hold for a long time to go  and speak with a manager. He came back and said, ok, he could get the bill down the $40 for that discount. I thanked him profusely. He gave me a confirmation number, which I still have. He also tried yet again to upsell me on Xfinity mobile services.

The next day my wife noticed with didn’t have the Max cable channels (300, 301, etc.). We noticed we’d also lost our Netflix plan. I called in again and finally spoke with a woman who looked at my account and found that the previous guy had canceled my legacy plan (Super Triple Play) and replaced it with a current, essentially a la carte version. It did give me the three product discount but it raised my other charges and deleted multiple premium channels from my account. I asked her to restore my account but she said it was impossible. She wanted to know if I’d read the fine print of the authorization the previous guy sent me. I said I skimmed it but of course I didn’t study it, I trusted what the guy told me he was doing. I asked her how much it would cost to replicate all my previous services on the new plan. She worked it out and came back with $346 and some odd cents per month, or about $2 more than my original bill. I said fine, do it.

However, I saw later that day that I still did not get Max or the Max cable channels. I also did not get my Netflix that I had previously had through Xfinity, so I went to Netflix and paid like $25 for a monthly plan directly from them. I called back the next day and spoke with another agent. I explained what had happened and that I was seriously considering cutting the cord with Xfinity. I told him that by the time I figured out how to do that and had got services elsewhere, I’d just be calling Xfinity to cancel my services and it would be too late for Xfinity to retain my business. He got it, and he was very helpful. He said a legacy plan can indeed be restored but he needed to escalate it to another department and that then it would take a few days. But he assured me that everything would go back to what it had been before. He gave me a confirm # which I still have.

Five days later I called back in. I got a very lackadaisical agent who kept me on the line for long silences while he did I have no idea what. He told me, falsely, that I was back on my legacy plan, Super Triple Play. But he said Max and Netflix were not included, that they had never been included, and that I must have had them from another provider. He then tried to upsell me on Xfinity mobile services.

So this morning I wasted even more time on this project, reviewing online my Xfinity plans before and after all the recent changes. It turns out I have not been returned to my legacy plan. I am now trying to get effective attention through this forum but if it doesn’t work I am going to turn my attention to cutting the cord. There is something seriously wrong with Xfinity. I had been a big fan of the company. I thought it grew too pricy but everything worked and it was just easy. But it’s not easy anymore, in fact it’s a nightmare. It seems like maybe a lot of people are cutting the cord and mobile is Xfinity’s desperate new pitch to get them back. But I’m not switching my mobile services to a company in such obvious turmoil.

That’s it. Welcome to my new hobby, dealing with Xfinity customer service.