I am an existing Gold-tier member (tenure since 2022) in the South Bay / Los Gatos area. I am currently trying to manage my plan via the online portal, but it is consistently failing to process changes.
I am looking for assistance in downgrading my service to the $70/month 1-Gig Membership rate with a No-Term Agreement. I am planning a transition to fiber shortly and must ensure I have no Early Termination Fees.
My live chat today (Ref: 331131074479978874) was unsuccessful. The agent (ID 62340) claimed that a downgrade would "increase my rate," then later quoted a price $44/mo lower than my current $124.00 base rate, proving the earlier statement was a misrepresentation. The agent also refused to honor the January 2026 Membership price guarantees for existing customers and claimed that chat transfers to Loyalty were not possible.
I have the full transcript saved. I am looking for a Digital Care specialist to clear any "pending order" on my account and apply the correct California promotional rate on a month-to-month basis. Please let me know when I can send my specific account details via Modmail.