long story short(if that's possible)...we lost 3 channels from our line up, i call to see what's up, they say we weren't supposed to have them, i ask if i cancel cable will i have same internet, they say yes, i cancel cable, they drop internet from 20mbit to 6mbit, i call back to reinstate previous service, sales people gone for the day till monday, i start web chat with comcast rep... user Guest has entered room Guest> Order Information analyst Shikha has entered room Shikha> Hello Guest_, Thank you for contacting Comcast Live Chat Support. My name is Shikha. Please give me one moment to review your information. Shikha> I would be glad to help you with your order today. Before anything else I would like to ask, how are you? Guest_> i've had better days, but thanks for asking lol Shikha> Good to hear that. Shikha> Your'e most welcome. Shikha> May I ask if you are an existing customer with Comcast? Guest_> i am. need my account number? Shikha> Great! Thanks for being a valued Comcast customer. I will be more than happy to assist you with today. Shikha> For the integrity and security of the account, can you please provide me phone number and name on the account , verify the last 4 digits of the Social Security Number listed on the account and last amount paid on the account? Guest_> account number ***********, zip code *****, address *********, phone ********** Guest_> ss **** Shikha> Thank you Guest_> name is vadim Guest_> last bill i paid was...67.58 Shikha> Thank you Shikha> Vadim, could you please confirm the package in which you are interested? Guest_> basic package which includes basic cable and performance internet. together for $65.94 Shikha> Great choice! Guest_> i've had that package for last 4 years. but couple days ago was told i can cancel cable and keep my same internet, which ended up being slower speed. Shikha> Vadim, as I can see that you are already using our Internet service. Guest_> yes i am Shikha> Vadim, I can provide you the bundle package for both the service for $79.95/month. Shikha> Is this fine? Guest_> no, i need my previous package that i've had for 65.94. Guest_> can you look up my last bill i've paid and see the package i've had and resubscribe me to the same exact package? Shikha> Let me check that for you. Shikha> Your last bill was $49.95. Guest_> the one before that Shikha> Vadim, as I can see that the same package is not available in your market now. Shikha> Vadim, I apologize. Shikha> I do not have access to that account. Shikha> I can provide you the best package for both the service for $79.95/month. . Guest_> not interested. if you can't help me, then cancel my service completely. Shikha> Alright! Shikha> I would suggest you please call on our toll free number. Shikha> As they have direct contact with our dispatch team. Guest_> i've already tried three times today, they're closed till monday Shikha> Thay will surely help you with the same. Shikha> Alright! Shikha> Vadim, you can also visit one of our local service center. Guest_> thanks, but i can wait till monday. Shikha> Great! Shikha> You're most welcome. Shikha> Is there anything else may I assist you with today? Guest_> if you could have helped me check out would have been great, but you've tried to upsell me a more expensive package without actually helping so that wasn't very helpfull. Shikha> Vadim, I have pulled up your account Guest_> can you do me a favor and add performance internet and basic cable by themselves? without being a package? Guest_> that's what i've had in my cart but i couldn't check out because the site is under maintenance. Shikha> Alright! Guest_> maybe then you'll be able to provide me the service that i wanted at the right price Shikha> Let me again check that for you. Shikha> Vadim, would you like our technician comes at your place and install the services? Guest_> no, i already have your service installed Guest_> i just need someone somewhere to flip a switch or press a key so i can have 20mbit connection instead of 6mbit. Guest_> i've had your service for past 4 years till today when i came home and found it i have no internet... Shikha> No need to worry. Shikha> I am adding the same package to your account. Shikha> The Basic cable and Performance Internet to the account. Guest_> yes please. Shikha> I can provide you the self install kit for $9.95 one time shipping charges. Shikha> Is this fine? Guest_> i don't need any kits. i already have modem. i already have your cable, i already have your internet. my problem is my internet is 6mbit when i want 20mbit. Shikha> Vadim, as I can see in my system you are using our Interent service. Shikha> There is no cable service in your account. Shikha> So I need to add that to your account. Guest_> that's correct. till two days ago i had both cable and internet then one of your reps told me i can cancel cable and keep same 20mbit internet for $50 a month. that's what prompted me in the move and now i have to redo everything that i've head because i've been mislead by a comcast rep. Shikha> Vadim, I apologize for the inconvenience caused to you. Guest_> not your fault, but do try to straighten this out. PLEASE Shikha> But my system won't allow me to finish your order without the self installation kit. Guest_> your system is stupid, sorry. Shikha> I understand how frustrating is this. Shikha> But I would highly recommend you please call on our toll free number on Monday. Guest_> you can send me the kit, but then refund me $9.95 because i have nothing to install. i've had everything installed for the last 4 years. Shikha> If you don't want the kit then you need to place the order at the service center. Shikha> From there you can pick the kit free of cost. Shikha> As they have direct contact with our dispatch team. Shikha> They have more resources then us. Guest_> i'd rather wait till monday and just call them over the phone. thanks for your help. Shikha> Perfect! Shikha> You're most welcome. Shikha> Thank you for choosing Comcast. We do appreciate your business. Please do not hesitate to chat with Comcast again at Comcast: High Speed Internet, Cable TV, and Phone Services Deals â€“ XFINITYÂ® from Comcast. We are always available, 24 hours a day, 7 days a week. Have a wonderful time! Guest_> have a good evening, day, night...where ever you're. Shikha> You too! Shikha> I appreciate your cooperation and understanding. Guest_> **** happens Shikha> Have a blessed day!