23+ year customer having equipment issues and trying to figure out our current pricing options

We've been Xfinity customers for 23+ years, and I'm hoping someone here can help me figure out the best way to handle a couple things that have come up.

We've been having some TV/service issues for a while now. I finally contacted Xfinity chat about the problems, and after troubleshooting, the chat agent determined that we need to replace our current equipment.

That's fine, and I understand that the equipment is apparently part of the problem. However, I'd also really like to have the lines/signal/connections checked, just to make sure there isn't something else going on. I don't want to replace all the equipment only to find out later that there's another issue with the signal or lines.

I'm also a little hesitant about scheduling a technician separately and potentially getting hit with a service charge, so I'd like to know how that works when Xfinity has already determined through chat that our equipment needs to be replaced.

While I was dealing with all of this, I also started looking at our current plan because our bill is now around $276/month.

On the Xfinity website, I found a new-customer package that would come out to around $248/month after discounts and taxes:

- 1 Gig Internet — $70/month, modem/WiFi equipment w/ a 5 year price lock guarantee
- Xfinity Voice — $40/month
- TV — $109/month, which is one level below our current TV package. We'd potentially be willing to drop down a level to this package since we'd only lose a few channels we watch.
- One additional TV box — $14/month (1 box included)
- The Internet offer also shows 2 years of Peacock Premium included

After talking to the chat agent about the tech issues, I went back a little later that night and started another chat. That agent offered us a similar package as an existing customer. However, to get anywhere close to the pricing they were discussing, they were only offering 300 Mbps Internet, even though we currently have 800 Mbps.

They also recommended going to the website myself so I did and looked at changing/upgrading our current plan, the 1 Gig option was showing at $100/month, not the $70 that I'm seeing for new customers and no 5 year price lock, but everything else was pretty much the same.

So that's where I'm stuck.

I understand that the $70 1 Gig offer is a new-customer promotion, and I'm not necessarily expecting someone to just hand us that exact deal. But after 23+ years with Xfinity, having long standing equipment/service issues, and being potentially willing to drop our TV package down, I'd really like to see what options are actually available to us.

If we're going to replace the equipment anyway, I'd rather take the opportunity to get everything straightened out and see if there's a better package/pricing option at the same time.

Basically, I'm hoping someone can take a look at our account and tell me:

- What our best available pricing/package would be as an existing long time customer.
- How we can get the equipment replaced.
- Whether the technician can check the signal/lines/connections while dealing with the equipment issue, without us being charged for a normal Xfinity service problem.
- Whether there's any way to get closer to the current $70 1 Gig / 5-year price guarantee offer.

I'd really prefer to stay with Xfinity if we can get the equipment/service issues taken care of and get the pricing to a more reasonable place. After 23+ years, I'd rather work something out than start looking elsewhere.

Thanks.