A CSR, even if they quote you a specific promo, will likely not be able to issue you one if you are not eligible. Their internal order system prevents things like this. It is more likely that the CSR was in error. The best way to get a good deal from Comcast, is to call AT&T and ask them for their best offer. Take that offer back to Comcast and I can almost guarantee you, they’ll have a competitive package for you.