Promise of a restored promotion

Hi, I need help resolving a promotion issue with my account.

I became a new Xfinity Internet customer in July 2026 and signed up for 1 Gig Internet with a promotional rate.

In August, I upgraded to 2 Gig because I was experiencing what I believed was slow Internet. After the upgrade, I did not notice a meaningful difference and decided I wanted to return to my original 1 Gig plan.

I contacted Xfinity through the Xfinity app and spoke with the Xfinity Assistant/chatbot. I was told that my service would be changed back from 2 Gig to 1 Gig and that a note would be placed on my account indicating that I could have my original promotion restored, but that I needed to call Xfinity to request the promotional rate.

I called tonight and was told by the representative that my account was never changed back to 1 Gig and that if they changed it now, I would have to pay the same price for 1 Gig that I am currently paying for 2 Gig. I was also told that my original promotion could not be restored.

I am asking for an account review by Xfinity Support. Please review my account history, the August chat interaction, account notes, and any orders or changes associated with my August request.

I am not asking to receive an unrelated new-customer promotion. I am asking Xfinity to review what I was told through the Xfinity app and determine what promotion or equivalent existing-customer offer is available based on that interaction.

Please do not make any changes to my service until you have reviewed the account and explained the available options and the complete monthly price.