Visitor
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Xfinity not honoring written offer made by CSR during service issue
I am requesting escalation regarding a written offer made to me by an Xfinity representative on Wednesday, September 16.
For several days, my Internet service had been virtually unusable, running at approximately from 1 up to 5–7 Mbps. Two adults in our household work from home and depend on reliable Internet access. During the September 16 support chat, I spent over 2 hours trying to resolve the issue and was ultimately told the next available technician appointment was approximately seven days away.
During that same chat, the Xfinity representative specifically offered me “1000 Mbps internet speed for $50/month for the 5-year plan.” At that point, my priority was restoring our Internet service, not changing plans.
The service has since been partially restored following a technician visit, but the technician determined additional work is required on the outside Xfinity equipment and opened a ticket for that work.
Today, September 18, I contacted Xfinity to accept the offer made just two days ago and was told it is no longer available because promotions “change constantly.”
This is not a request to match an advertisement. I am asking Xfinity to honor the specific $50/month, 1000 Mbps, 5-year offer made directly to me by an Xfinity representative during our chat. I have screenshots documenting the offer as well as the complete chat log downloaded and available for review.
Please escalate this to someone with the authority to review the September 16 chat and honor the offer that was made to me. Thank you.
Again
Expert
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34.9K Messages
11 hours ago
@JJAX904
The problem is the offer was made at the time which you initially "refused" by not taking the offer then. Plus, that specific offer is for new customers, although some existing customers have received a similar, but not the same, offer. Think of it this way. You're looking to buy a house and your real estate agent shows you one and says, "this one will go fast". You like the house, but want to talk it over first. A couple of days later you get in touch with your agent and tell them you want the house at which point the agent tells you that there is a sale pending on it by qualified buyers - the seller accepted their offer -, meaning "it's sold". That's pretty much what happened with your offer.
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