Customer hostility and useless/misleading info from chat agents

Over the past couple of months I've spent many hours with both useless chat agents and real persons on the phone trying to get a reasonable deal after my previous agreement expired.

My bill jumped from ~$150/month to ~$200/month back in May.

A couple of months ago (early August) I thought everything was finally settled with a new deal giving me 800Mbs internet and a TV plan that offered the few channels I actuall watch (CNN, MSNBC, CNBC).

The new deal was ~$155/month and it was supposed to include free modem/router equipment. I was told I didn't need my XFinity DVR cable box, since my smart TV could just use the

Xfinity streaming app directly. That would save me an additional $12/month. Turned out I've been paying $12/month for equipment I didn't need for years. Would've been nice if I had been informed about this earlier.

I went down to the XFinity store to return my cable/DVR box+remote and pick up the new modem/router. After plugging in the new modem it needs to be activated, so after a long wait

I managed to get a hold of person that could help me do that. After he got all the information he needed for the activation he also wanted to get my confirmation that I agreed to pay $15/month for this equipment. I told him it was supposed to be included in the plan, but he said it wasn't. At that point I got really mad, but resigned and went out and bought my own modem instead ($200 I didn't expect to spend) and had to make another trip to the Xfinityh store to return the Xfinity equipment that was supposed to be included, but evidently wasn't. I managed to get that new modem activated, but my internet speeds were hovering around 50Mbps when I was promised 800Mps. Very disappointing.

When I got my August 2025 bill the cost of the cable/DVR box ($12) was still included, even though I had returned the box on Aug 13. I got a hold of a chat agent to complain about this, and he promised that he would deduct this from my next bill and also give me a discount because I had bought my own modem (I have a chat log to prove this). So according to him my next bill would be ~$125.

Low and behold, I just got my latest bill (September 2025), and the cost of the cable/DVR box was still added and no discount provided, so the total bill was now $165.

Not sure how to deal with this because it's so exhausting to interact with chat agents that make promises that doesn't seem to hold (and trying to sell you mobile plans that you're not interested in), or waiting hours to talk to a real person that's trying to scam you into paying for equipment that should've been part of the plan.

On top of this, I was encouraged to sign up for Xfinity Rewards to get a free year of Peacock, only after I signed up that offer wasn't available.

So to summarize:

- I was promised a plan that gave me 800Mbps. I'm currently only getting ~50Mbs

- I was promised that a modem/router would be included in my new plan, but when I went to activate it they wanted to charge me $15/month. Instead I bought my own modem for ~$200.

- I was advised to return my cable box/DVR to save an additional $12/month. I did return it (on 8/13), but am still being charged.

- I was promised a year of free Peacock if I signed up for the Rewards program, but that offer somehow disappeared after I finished signing up.

- I've spent way to much time on this! Of course my time is free, right???

This whole experience is has been a huge disappointment. Why do you make it so hard to deal with you?

I have been a loyal Comcast customer for decades, but think I'll have to consider other options (ATT fiber, or T-Mobile)