35-Year Customer Needs Help Restoring Service After Rep Error — Recorded Calls Confirm

I've been a loyal Xfinity customer for over 35 years and I'm hoping someone with authority can help resolve a situation that has now involved multiple calls and no resolution.

Here's what happened, in order:

1. A rep offered me a better price on my plan, which I accepted. What I was NOT told was that accepting this price would result in the cancellation of my premium channels — HBO Max, Showtime, and others.

2. I called to have those channels restored. During that call, the rep sent me a link to review the new terms — the link didn't work, so he had me listen to the terms instead. I clearly heard 125 channels mentioned. I stopped the rep and told him I had 160 channels, not 125, and that my sports package needed to be included. He confirmed he would fix it.

3. When my written confirmation arrived, it showed 125 channels — and my sports package was gone.

4. I called again to correct this. I was told the package I had would now cost $30 more per month. I explained the full history. The rep said there was nothing he could do. I asked for a supervisor — none were available. I am now sitting in a customer service queue waiting for someone to review whether my service can be restored.

I want to be very clear: Xfinity records all calls. Every conversation I've described above is on record. I never agreed to drop from 160 to 125 channels. I never agreed to lose my sports package. I flagged the discrepancy in real time, on a recorded call, and was told it would be fixed.

What I'm asking for is simple: restore my service to exactly what I had — 160 channels including my sports package and premium channels — at the price I was originally quoted. Nothing more, nothing less.

I've been a customer for 35 years. I'd like to stay one. But I need someone who can actually make a decision to step in here. Can an official Xfinity employee please reach out via DM?