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Xfinity Branded Partner Store lied and told me that I needed to activate mobile line to get the internet price I signed up for
I want to submit a formal complaint about my experience yesterday at this Xfinity store:
Xfinity Store by Comcast Branded Partner2597 SW Cedar Hills Blvd Ste 105,Beaverton, OR 97005
I went to the store to pick up my new Xfinity gateway. I am moving from one apartment to another in a few days, and my intent was to just pick up my gateway, which I would activate once I moved to my new address. I wanted to maintain my current internet service with my personal modem at my current address until November 1st, which I specified in my move service request online.
My interactions with the agent at the store were as follows:
- I told him that I wanted to pick up my new gateway. I gave him my phone number and he looked up my account, and confirmed the address that the gateway would be for.
- He then proceeded to tell me that in order to get the pricing I had been promised, I needed to activate the 1 free year of Xfinity Mobile service on my phone.
- I told him that I did not want this, and that nothing on the online sign up process or my order confirmation email told me that activating the Xfinity mobile line was a condition to receive my discounted $55/month pricing for my 300mbps internet for 5 years
- He told me that was fine, but that if I didn't activate the mobile line, then I would be paying the "off the street price" $80 per month. He pulled out a price sheet and showed me the standard pricing
- I insisted that was not true and showed him my email confirmation with the $55 per month pricing.
- We went back and forth a couple of times on this, him repeatedly saying that I would not get the discount without activating the mobile line, and me telling him that was not true.
- He then told me he would go and "check the computer in the back" to see if he could see that I was going to get the pricing without activating mobile.
- He went into the back room for a few seconds and then came back out and told me he had been mistaken, that I would get my $55/month price without activating the mobile line. (The amount of time he spent in the back room was not enough to even log in and look at my account - I think it was just an act)
- He then proceeded to get my gateway and try to scan it in to my account, but was running into some "errors"
- His manager came over to help him, and before she looked at his screen, she asked him under her breath "did you try to sell Mobile" and he said "yes" quietly.
- His manager then pointed out to him that he was trying to link the new gateway to my old address, and that is why it was giving him an error
- They then corrected his error, and were able to assign the gateway to my new address
- I then left the store and went straight home
- When I arrived at home, my internet service at my old apartment was not working. I contacted support via chat and learned that it had been deactivated. The agent online told me that they could not reactivate it for me, that I would have to go back into the store to do so. I chose not to do this because I had no desire to interact with the deceptive customer service agents there again.
I want to make a complaint on 2 points:
- This Branded Partner store is outright lying to customers by telling them that activating the free Mobile line is a condition of getting the internet pricing. They're using scare tactics to try to get credit for activating more mobile lines and trap unsuspecting customers into signing up for service that they might not ever deactivate.
- They preemptively deactivated my service at my current address without my permission and against my wishes. What I thought would be a 5 minute grab and go of a gateway turned into a 30 minute debacle at the store and 2 hours at home troubleshooting why I didn't have internet, and 5 days at home without internet before I move.
Can you please direct me to the right place to submit this complaint and get this deceptive business practice stopped? I looked at these forums online and saw multiple other reports of the same tactics as early as February of this year. I've also confirmed with an official Xfinity agent online that this is not true, that there is no requirement to activate mobile service in order to get the promised internet pricing.
XfinityMarshante
Official Employee
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1.6K Messages
1 hour ago
Hello @user_vh5gub, thank you for taking the time to leave a post. Thank you for taking the time to provide such a detailed account of your experience. I completely understand how upsetting it would be to feel pressured into adding a service you did not want, especially after you had already received confirmation of your internet pricing. Sorry that your existing service was disconnected earlier than requested, leaving you without internet before your move. This is not the experience we want for you. We’d be happy to review the account, document your concerns regarding the store interaction, and help determine what options are available to address the service interruption.
For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
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