Very poor agent interactions

I am requesting that this complaint be formally documented and reviewed by a supervisor or customer relations representative.

I originally contacted Xfinity support because I had received a new gateway/modem and was having difficulty getting my internet working. I contacted support for technical assistance, not to change my service.

Instead of focusing on troubleshooting the problem, the representative repeatedly tried to move the conversation toward upgrading my internet service. I was offered a 2 Gbps plan for approximately $83 per month and was told this was the best deal available to me.

I explained that I did not need 2 Gbps and was interested in lowering my bill, not increasing my internet speed. When I questioned whether $83 was actually the best available price, the representative then indicated that he could offer me something better. This was particularly frustrating because I had originally contacted support to troubleshoot my new equipment, not negotiate a new internet package.

I repeatedly attempted to redirect the conversation back to getting my modem working, but the representative continued focusing on the promotion instead of resolving the reason I contacted support.

I eventually disconnected from the chat and called Xfinity because I wanted to speak with a supervisor about the interaction.

During that call, I specifically requested a supervisor. I was transferred five separate times and never actually reached a supervisor.

After the fifth transfer, I eventually hung up. Almost immediately afterward, I received a voicemail from someone identifying themselves as a supervisor. No direct callback number or extension was provided, so I have no practical way to contact that person without going back through the same general customer-service system.

I have since resolved the internet problem myself and believe the issue was related to my router. I am therefore not requesting technical assistance at this point.

My concern is how the original support request and my subsequent attempt to escalate the matter were handled.

I would like Xfinity to:

• Review the transcript of my original support chat, including my requests for technical assistance and the discussion surrounding the 2 Gbps promotion.
• Review the subsequent phone interaction and the five transfers that occurred after I specifically requested a supervisor.
• Determine why I was repeatedly transferred without being connected to a supervisor.
• Formally document this complaint on my account.
• Provide me with a case or reference number for the complaint.
• Have a supervisor or appropriate customer relations representative contact me directly regarding the outcome.

I understand that representatives may be expected to inform customers about available promotions. My concern is not simply that I was offered a promotion. My concern is that the sales discussion took priority over the technical-support issue I contacted Xfinity to resolve, and that my subsequent request to speak with a supervisor resulted in five transfers without ever reaching one.

I would appreciate having someone review what occurred and follow up with me directly.