Xfinity rep lied to me and wasted my time. How to get actual customer support?

I signed up for Disney+ via xfinity to simplify billing. We cancelled another Disney+ account that my spouse had. The new account was only working on one TV in our home. When we would sign in on another TV or device it recognized our login info but would only ask if we wanted to resubscribe. I reached out to Disney+ customer support. I spent over an hour with them troubleshooting, logging in and out, emptying caches, etc. before they determined it was on the xfinity end. They said xfinity had not completed the account set up. So I contact xfinity via chat. The rep says he can fix this no problem. Then says while he’s looking at the account he’s going to lower my bill. Right away I say I really only want to solve the Disney+ issue and that I don’t want new services or to enter any contracts. He says he understands and proceeds to set me up with a whole new plan, assuring me all along that he’s also resolving the Disney+ issue. At one point he tells me that the Disney+ account I signed up for is a “single screen” account which is why it doesn’t work on other TV’s or devices. I say this was never disclosed and it costs the same as full service Disney+ so this is a problem. He assures me over and over he’s going to make it work on all my screens and devices while simultaneously lowering my bill. He signs me up for a whole new plan and in the end says the “backend team” will email within two hours with my Disney+ solution. No email comes. When I checked back in I spend ANOTHER hour with a different rep only to be ultimately told that if I want to stream Disney+ on anything other than one TV I have to upgrade my account. I have screenshots of the prior rep saying specifically that the plan he sold me included Disney+ on all my TV’s and devices. I was lied to and have proof.

Gotcha! Appreciate the details. Was the Disney+ user profile setup under the same core login that your spouse had established prior? There should technically be nothing impacting the login on the other devices. Rest assured, we are going to help get this sorted out. 

No, we set up an entirely new account.

Thank you for the confirmation! user_mpy05d

I would be happy to help investigate things further. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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