Visitor

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1 Message

09/30/2026 9:39 PM

10-year Diamond member, cancellation scheduled Oct 6, need this back at $207.42

Hi, I have a disconnect order on my account scheduled for October 6, and I'd like someone here to resolve this before it runs.

Customer since May 2016, Diamond member, autopay and paperless the entire time, never a missed payment. My bill went from $207.42 to $234.83. My 24-month promotional discount stepped down from $48 to $28 on September 21, and my Xfinity Mobile discount ended September 13. Together, that's the full $27.41 increase, on identical services.

I called twice. Both reps told me nothing was available on the account and offered only to remove services. That isn't a solution, and it's why the disconnect order now exists.

Here's my ask, and I'll keep it simple: put the bill back to $207.42 a month for the same services I have now. I don't care how you get there, whether that's a loyalty credit, a new promotional discount, a mobile bundle credit, or moving me onto current plan pricing. For reference, my internet line alone shows $108 while Xfinity advertises 300 Mbps at $40 with a five-year price lock. That's the gap I'm asking someone to explain or close.

I'm also an active Xfinity Mobile customer, and my bill notes that the $25 per line access fee is waived because I hold other Xfinity services. So this disconnect costs you more than the TV and internet, as I'll need to move mobile, too.

I've been here ten years, and I'd like to stay. Can someone with the authority to apply an offer review this account and respond before October 6? Happy to send account details by direct message.

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Official Employee

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3.8K Messages

9 hours ago

user_7hqstt. Hello, and thank you for providing such a detailed explanation. I completely understand why a $27.41 increase, with no change to your services, would lead you to reconsider the account. We sincerely appreciate your loyalty since 2016, your Diamond membership, and your consistent payment history. While we cannot guarantee a specific rate or promotion before reviewing the account, we would be happy to take another look at your current package, the discounts that recently ended, and any options currently available at your address. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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