Interested in 2GIG plan with a 5-year price lock

Spoke with an "agent" via Live Chat and that was one of the most frustrating and useless servicing experiences I've had. I initiated a new chat and got a more competent agent. However, they let me know that existing customers weren't eligible for a 5-year price lock -- also disappointing. What is the actual truth and why aren't the agents consistent with your promo comms online?