Xfinity not honoring written offer made by CSR during service issue

I find it interesting that you are a group “expert,” but instead of asking a few follow-up questions before rendering an opinion on what you thought you knew, you made assumptions that were way off base — and so was the analogy.

I did not simply “refuse” the offer. My internet had become essentially unusable for working from home, and after multiple troubleshooting attempts I was told a technician visit was required — with the first available appointment seven days away. I was not going to commit to another five years with Xfinity until I knew they could step up when I needed them most- I could not be without internet service for 7 days so I would have been forced to make a business decision with alternate providers.

The representative was already looking at my existing account, knew I was an existing customer whose two-year promotional rate was about to expire, and still specifically told me: “I will help you get the 1000 Mbps internet speed for $50/month for the 5-year plan.”

I was never told I had to accept it immediately or lose it.

And the house analogy does not fit. A house can literally be sold to someone else. Internet service does not disappear because another customer “bought the last one.”

A closer analogy would be this: your car is in the dealer’s service department because it can only go 3 mph, and they tell you they cannot even look at it for seven days. While you’re dealing with that, the dealer offers you a five-year deal on a new vehicle. You say, “Before I commit to another five years with you, I need to know you can actually take care of the vehicle I already have.” Two days later they fix the problem, you decide to stay with the dealer and accept the offer — and then they tell you the deal they offered was never really available to you.

That is considerably closer to what actually happened. But thanks for chiming in.