Duped and Lied to (this is NOT a question BUT my experience for all customers to see)

On 10/1 I contact CS via BOTH phone and chat regarding questions I had regarding an email I received that I was nearing my limit on my monthly Internet Usage.

I was trying to find out out of the total usage... what was using the most data... like was it streaming, downloads, etc.  

3 transfers on the phone and 2 on the chat... NO ONE could give me any answers on what I was trying to find out.  No surprise there!

In the midst of this... the 2nd Agent I was chatting with brought up an idea of switching to xFi Connect which is unlimited internet usage for an additional $10/month.  I responded that I did not want to increase my already expensive monthly bill and was looking to lower it.  He then offered to switch me to the Ultimate TV Package with the xFi Connect and this would lower my bill by $30/month.  I previously had the Triple Play Digital Preferred Package which INCLUDED HBO, Showtime, Max, Hitz, MGM+ and I was paying extra for Starz.

I asked him if by doing this would I lose any channels because I DO NOT want that.  He said "ABSOLUTELY NOT".  Nothing will change with the channels.  Only change will be the unlimited internet.  I kept asking the agent to confirm this and he insisted and guaranteed nothing will change.  He send me the proposed changes via email.

I didn't trust the agent since he was overseas and just chatting online.... so I printed out the proposal AND the entire chat and brought it to my local Xfinity store in Colma California.

I spoke to the agent there and showed him the proposal and the chat.  He made the changes on their system and was able to match what the Chatting Agent was doing.  I confirmed once again with the Agent at the store that I WOULD NOT lose any channels.  He also confirmed that I would not and the only change would be the unlimited internet.  I asked about Starz since I was paying for that additionally.  He said it's included in the Ultimate TV Package so I don't have to pay for that additionally and would be saving that money.

So I went with the changes.

Few days later... I tried to watch something on Starz (which I have scheduled recordings for) and see that I DO NOT have that channel and says to "SUBSCRIBE".  I then tried to check the other channels.... to find out that I NO LONGER have HBO, Showtime, MGM+, Max, Hitz and other channels.

So today 10/7 I called CS AND chatted with an agent online.  Told both what happened and what the situation is.  Person on the phone said unfortunately you were on an older plan which is no longer available.  The only way to get those channels back is to pay the monthly subscription.  The chatting agent says no problem.. i can add them back for you.  Then I get an email to approve the changes  and see that he added all the channels BUT with the monthly cost.  So both agents say that there's nothing they can do and to have what I had before my bill will increase by $60!

Needless to say I was furious!  Now I'm stuck with a package I don't want with channels I don't have anymore.

Now I have 30days to cancel before I'm stuck with a $100 early termination fee.

I have an appointment with ATT in a few days and I'm pretty sure I will be going with them and cancelling everything I have with Xfinity Comcast after being a customer since 2000.

BOTTOM LINE:  DO NOT change your previous package!  You WILL lose a lot of channels if you switch.  DO NOT let the sell you into it.  DO NOT make any changes.  

UNDERSTAND that when you call to ask how to lower your bill... their MAIN GOAL is to get you out of the older "grandfathered" plans into their new plans.  It "may" be lower BUT you will have to pay monthly subscriptions for the channels you lose.  They LIE and SELL you a lower payment, but do not tell you what you lose.