BAIT AND SWITCH
I am beyond frustrated with Comcast/Xfinity right now. I was having ongoing problems with my router, so I spent money buying a brand-new one — and the problems still didn’t go away. I finally called Xfinity support, and the representative told me he couldn’t even see my devices on the network. He then strongly suggested that I switch to an Xfinity modem/router.
I specifically told him I did NOT want to rent equipment and preferred to buy my own. He assured me there would be NO charge. I asked him again. “No monthly charge?” He said, “Nope.” I asked a THIRD time because it sounded too good to be true. Same answer.
He then told me to drive to the Comcast store — which is about two miles from my house — and said he would call me back at 4:00 PM to help finish everything. When I got to the store, I asked AGAIN whether there was a monthly rental fee for the modem/router. Once again, I was told there was NO monthly charge and that I didn’t even have to buy the equipment.
So I took them at their word.
I came home, waited for the callback at 4:00 PM, and of course, the guy never called. Not even a courtesy follow-up. I then had setup problems and called support again, only to be told by another representative that my bill WOULD increase by $15 per month.
At that point I was furious. I explained that TWO different Xfinity employees had already told me there would be NO additional charge. I have been a loyal customer since 2008, I pay my bills on time, and this feels like a complete bait-and-switch.
I run a small business and depend on access to files stored on my server. Right now I still can’t properly access everything because I need an extender setup, but honestly, I am so disgusted with Comcast at this point that I’m ready to return all of their equipment and walk away.
The most upsetting part is the feeling that Comcast simply does not care about its customers. Long-time customers should not be misled, given contradictory information, and then left hanging after promises of support and callbacks that never happen.