Senior citizen attempts to reduce Xfinity bundle bill, but representative cuts internet and cable instead

After trying to drop TV service from a $300 Xfinity bundle, a senior said they were offered internet-only prices of $40, $135, and $144.50.

For households on fixed incomes, potential savings are hard to ignore.

Here's what to know

In a Reddit thread, the original poster said a representative sent them an agreement that showed internet would cost $40 and everything else would be canceled. But the process did not go as expected; they said their internet and cable stopped working 10 minutes later.

On a second call, the customer said a different representative sent over another contract that showed a monthly price of $135 for internet and answered a question about the increase with, "No worries, no worries."

On the third call, the OP said they were told there was no cancellation request on file and that they needed to talk to the service cancellation department. They said that conversation lasted about an hour and ended with an agreement for internet at $144.50 per month.

More background

In the comments, an Xfinity employee asked the customer to send a private Modmail message so the company could review the account and sort out what happened.

The OP declined, "I've tested my TV, and it looks like my cable has been cancelled as I need to now pay for everything. Not to be a jerk, but I'm so happy I don't have to deal with Xfinity regarding my TV anymore."

A second employee offered, "$144.50 per month for internet only would make sense if you were wanting our fastest, 2-gig internet service. It would be closer to $135 if you set up paperless billing and automatic payments through your bank account."

They noted the $40 bid was probably for a promotion on 300-Mbps internet service.

Where can I learn more?

Customers trying to shed expensive bundles or keep promised rates have reported similar problems with cable and internet providers. 

• A family said Sky ignored repeated cancellation pleas for an ill father and kept pitching pricier packages.

• One Xfinity customer saw a bill jump from $50 to $89 as a promised $45 deal vanished.

• An Xfinity gig subscriber's plan jumped from $80 to $110 while new customers got $50 deals.

• Spectrum customers said fixed-rate internet and TV plans got pricier even before promotional discounts expired.

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