Xfinity is a SCAM. I regret switching from Verizon.

Xfinity's customer service is an absolute nightmare and the source of all my problems. Xfinity will NOT take responsibility for the mistakes of their agents.

TL;DR for anyone reading this:

1. [Edited: "Solicitation"]

2. If you must switch for whatever reason, DO NOT PLACE ANY ORDERS THROUGH AN AGENT. Make sure you do it yourself online.

3. If you're going for a promotion of any kind, even a trade-in deal, make sure you screenshot the parts of the website that show the promotion. Also make sure you understand all the fine print.

4. If you do need to speak with an agent, just be aware that they WILL lie AND/OR withhold information when it's convenient for them.

If you make a mistake, or an agent makes a mistake, there's no going back. Their customer service is useless. I will be canceling my service with Xfinity at the 5-year mark, once the Internet & Phone bundle deal ends.

For the full story:

I had no problems with Verizon, but I decided to switch to Xfinity to save on my phone and internet bill since they were doing a bundle deal. My first mistake was using their chat service for help with getting an order placed. I just had a question about the order, but then the agent offered to do the order with me, so I said OK, and they offered discounts that "only they" could provide for me if I placed the order through chat. This was a lie. (I later found the discounts they were talking about on Xfinity's website).

I wasn't planning to get new phones, but the agent explained that my husband and I could get $400 worth of credits towards new phones, so we decided to go with it. HOWEVER, the promotion only applied on the Unlimited Premium plan--the agent did not explain this to me and signed me up for the regular Unlimited plan. 

Now when I got my first modem for the Internet part of the deal, it was damaged and clearly used (scuff marks, scratches, weird sounds on the inside as if there were loose parts, etc.) so we got it replaced. They said they would send me a brand new one. Well, the next one they sent me was also used, but we just sucked it up because I was tired of dealing with them, and this one at least didn't sound like it had loose parts on the inside. I called Xfinity because the mobile order couldn't proceed until the Internet was activated, and I finally activated the Internet. However, when I called to proceed with the mobile order, the agent on the phone said that the mobile order never went through, but he didn't know why. He said he would have to cancel the order and place a new one, so I spent hours on the phone going through the same process that I had gone through with the first chat agent. (In hindsight, I suspect this agent lied to me about the order not going through just so he could redo the order under his name and get the credit for it). This agent ALSO told me about the credits and signed me up for the UNLIMITED PLAN, NOT the premium plan.

After we finally got our phones and everything activated, I talked to a chat agent because I didn't see anything about device credits anywhere on my account or bill and wanted to double-check what was going on with that and how that usually works. I was on chat with FOUR different reps because the chat kept getting "disconnected." One of them promised me I would get an email confirmation about the credits, and when I asked them to stay on the line while I waited for the email, they conveniently got disconnected. The same thing happened with the next 2 reps; they assured me I would receive an email, but whenever I asked them to stay online with me until I received the email, they would get disconnected and another agent would get connected, and I'd have to repeat the process. The 4th chat agent told me I had to contact the "credit team" and provided a number. When I called the number, it was for CREDIT CARDS. So stupid.

After wasting all those hours with chat agents, I called Xfinity only to find out that I never had that promotion. It only applies to the Unlimited Premium plan, so essentially I was lied to by all the online chat reps, and the first 2 reps who helped with my order intentionally withheld that information from me? So this chat agent upgraded my plan to Unlimited Premium and said I should now start receiving the device credits. The next bill gets posted on my account, and guess what's missing? The device credits. I chatted with an agent who manually added some credits to that particular bill and said it should be fixed moving forward. The next bill just got posted and STILL NO DEVICE CREDITS. I started off by reaching out to a chat agent since the last one at least was able to get it added to the one bill. Well, this next chat agent told me that they had to escalate it because it I didn't have the premium plan when I signed up for the phones. I explained that the original agents who helped me set up the order set it up with the Unlimited plan and told me I would receive the credits, and I had to update it later when I realized they got it wrong, and the agent after that set it up correctly for me. But they still had to escalate it and set up a ticket for me. They told me I'd be receiving a phone call or email within the next 2 hours. Never got it. I phoned in the next day, and the agent on the phone said to give it another 24-48 hours. Well, it's been a week and still no phone call and no email. I just called in and the agent said the same thing: I'll get a phone call within 24 hours since she just escalated it to the management team, who was conveniently in an emergency meeting that started just before I called and could go on for 3-4 hours due to an earthquake in the area.

I'm just tired of the [Edited: "Language"], the lies, agents withholding information, and NO RESOLUTION for a problem that has been going on for months.