After 20 years of loyalty, I'm about to leave Xfinity

I'm sorry to hear you are going thru the same horrible experience.Today I woke up to having my services cut off after I wrote in multiple times asking for a district supervisor to call me to help with my bill. After a month of waiting and no phone call, I refuse to pay for an unjustified $80 price hike. I agree 100% with what you are saying. For as long as I can remember we had to play the "Comcast" game where you get a decent, fair deal and then they keep raising prices until it just becomes absurd. Then you would have to call in and waste hours of your life trying to get your bill back down to an affordable price. For years they would go out of their way and escalate the issue to a district or regional supervisor and see that you have supported their company for 5,10,15,20 years and would apologize for the excessive charges and would make things happen to get your bill back down to the price you originally had or really close. They would give you 1 or 2 cable boxes for free and give you a premium channel at no cost, bringing your bill back down to the price it was before the nickel and diming started. After 20 years, I'm just exhausted from doing this ever year and a half and after the last conversations and them being unwilling to make any changes without cutting my channels and wanting me to turn in half my cable boxes, I have had enough. I cannot continue to support a company that continuously spits in the face of its most loyal customers. [Edited: "Solicitation"]

I wrote in asking for a district supervisor to contact me a month ago on here and on the phone and I have not received any calls. They sent me an email after the original message I posted on here saying thanks for being with us as long as you have and asked for me to contact their loyalty department and see if they can put me in a package that meets my needs. I have had this conversation multiple times over the last two months and what they mean when they say put me in a package that meets my needs, it's cutting my channels in half or less to get the ones I only watch often and they ask if I am using all my cable boxes, if not I can turn some in to save money or switch to a box less system where I just stream everything. So in order to lower my bill I have to turn in equipment that I've had for over 10 years which they started charging me $2 more per box (I have 4) to rent the same 10+ year old box  I have not received any more services with that price increase and after 10 years those boxes have been paid for multiple times yet they just want to squeeze us for every penny. I explained the reason we have cable is so we have TV which is fast and doesn't depend on WiFi which results in shotty service depending on signal strength. Not to mention how bad On Demand has got. You use to have a section of "Movies without Ads" which was at the top and it would show movies from your premium channels. They got rid of that and now movies from all channels "with and without" commercials are all mixed together. 9 times out of 10 I will go to watch a movie only to find out it's on AMC or TBS with commercials and edited. Or I'll find a 10 year old movie which then says I have to rent or buy it or subscribe to another streaming service. This is not why we pay for cable TV. The reason we pay for premium channels is so we don't then have to pay to rent a movie that use to be included in the premium channels. The services, channels, and free premium movies has been drastically cut, while they raised my bill to over $300, up from $214. 

They tell me that they have no say in what gets played and it's on the networks. Well I would say Comcast needs to go back to the negotiations table and tell the networks if they want to be on the Comcast platform, they need to stop charging for movies on top of already paying for the premium channel. And Comcast needs to reformat their On Demand to the way it was to have "Movies with no ads from premium channels" at the top of the list. Then we don't have to waste time finding a movie only to find out it has Ads or they want us to rent it or go to a streaming service. All in all, Comcast has totally ruined their platform, the services have been cut, their customer service is horrible and they are now squeezing those of us who have been with them for 20+ years for every penny they can. This is unacceptable and is the exact reason Monopolies were made illegal. There is no alternative to Comcast and and a result no competition which keeps prices fair. You just had the Government sue Fred Meyer and Albertsons for this exact reason, to keep them from forming a monopoly and being able to price gouge it's customers. [Edited: "Solicitation"] They have outsourced the majority of their customer service as well as gone automated and the majority of its staff is working from home. With those savings alone, our bills should have been lowered not increased exhorbitantly. I told Comcast if they charged every customer $150 for all the channels, WiFi, and security, they would tripple their profits as Comcast would be in 2/3 rds of American homes. But they would rather charge excessive rates to those of us who can barely afford it.

After 20 years and Comcast failing to reach out to keep me as a customer, I'm done. And I will be cutting my Verizon services as well as they are a sister company. They will be losing $470 a month because of their unwillingness to keep my bill at the fair price we negotiated. 

Thanks for sharing your story, if more of us share maybe they will listen.

~Chris

Yes, I am aware that Xfinity does separate movies without commercials. I have had Comcast for over 20 years and am knowledgeable in the workings of On Demand. You missed the point.. Now movies with ads are mixed in with movies that don't have ads. And in the premium section it is movies from my premium services mixed in with a bunch of streaming services. So no you find a movie and it's often on a streaming service that requires another subscription or Comcast is trying to to make us rest a movie that is 10+ years old. They are nickle and diming every single thing. I shouldn't be paying for premium channels and then have to rent a movie or go on Demand to watch a movie from my premium channels to then find a movie and find out it's on a streaming service that I need to pay more money for. Pretty much with all these streaming services and being able to subscribe to HBO, Showtime, and Starz outside of Comcast, The $300 they are trying to charge me isn't justified when all they are doing is putting the streaming services in one location. I can buy a Roku and be done with it and save $200 a month. I appreciate you trying to help. 

Your On Demand must be different than mine. For example, I don't subscribe to Disney and I never see a movie from that service

on the Premium and Streaming section.

user_15a8c0 If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so. Can you try to refresh your web browser? 

I spent from 6:30-10 on the phone for the second time. I have been on hold 45mins at a time. I was lied to last month they took 9.00 off my bill and 1/2 my stuff. My bill was like 279. With 1 lousy pay channel. I was told by the agent last month If I had problems I could just call and change it back. Spent all that time on the phone and at 10:00 was told yes for 310.00. Its unethical and bad buisness practice. You need to turn them into the B.B.B I will be filing a complaint. I was never told I had an old package that once It was changed I was flat out lied to by a very nice agent. Yet when I said you record these conversations this is what I was told. He took away channels I told him I needed for my granddaughter knocked down my speeds and told me stars was better than showtime! None of it was true. For 9.00! And 4hours on the phone telling me other things. So you call them for help and you are lied to and the screw you really bad. People have had it. Its time for class action. File serious complaints. I know a good bit about ethics and this is right there. They are not honest they are a monopoly. Get your self an antenna and a box. The antennas are simple and cheap. Verizon has better internet thats all you'll need. Comcast has gone so far away from their customers. You are no one and will get no where. I had a mess because of them went I first became a customer they made so many mistakes and I was patient and sucked it up. But they don't take care of you they set you up to screw you over. No buisness ethic at all. Theres so many options now that are cheap and you can cut the cord to Comcast. They have destroyed themselves. 

Hey @user_cgul8f, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity account, billing, and services. I would be more than happy to offer my assistance looking into this further for you. When making changes to the account, do you go through the customer approval process and approve the changes? 

Hello, user_15a8c0 we appreciate you taking the time out of your day to follow up. Thank you for leaving valuable feedback for us to improve as a company, I'm a consumer myself so definitely understand the frustration when billing amounts change. 

I do see we had been recently working in a direct message, and would be happy to continue back in the DM.  

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Good afternoon [Edited: Personal Information], thank you for your reply. My frustration is a result of many factors, not limited to my bill continuously going up which as a customer yourself I'm sure you're familiar with, but also from the fact that I am having to spend hours of my time even dealing with this situation and wasting time out of my life writing on this forum and spending hours on the phone with Comcast. For the past 20+ years I have been a customer of Comcast, it has been the same old tired game of having to negotiate a fair rate only to have my bill have continuous errors during the time of the contract and then once the contract ends having to play the stupid game of canceling my services only to then have a representative call me saying they don't want to lose me as a customer and can offer me this great deal only after having my services cut off. It's a waste of everybody's time, and in an hopeful and I'm sure often successful attempt hoping that the majority of Comcast customers won't spend the time to call in to lower their bill, Comcast raises the rates and pockets the extra cash which is often $20, $30, $50 a month. And for those of us who do call in, we are told there is nothing you can do and there is no promotions or deals going on at the time. Then when we cancel our service, a third party consultant would call and offer us a promo or discount to keep us as a customer. Instead of playing this cat and mouse game, just give us a fair price and leave it alone! That way you are getting fair rates for your product and the customer is receiving the same and we don't have to waste time out of our lives dealing with this constant haggling and price increase. All we want as customers is to have reliable services at a fair price point, and to be able to watch TV, have wifi, and security with no issues. That is the opposite of what is happening today. At least over the years it seemed like you valued your customers and would be willing to provide help when needed and would listen to your customers when we had an issue. Today, there is no customer service, and the cable service you provide is becoming less and less. We use to be able to watch On Demand with no commercials and watch any movie that was on our Premium Channels. No you have grouped all the premium channels and all the streaming channels all together and when going to On Demand you are lucky if you can find a movie that isn't on TBS, AMC, which has commercials, or find a movie that then requires you to rent a 20 year old movie or pay for an additional streaming service. This is the point of paying for Premium Channels, to be able to go On Demand and watch a movie with no commercials without having to rent it or then since it's a Disney movie, have to subscribe to Disney. Comcast use to be a central location to watch regular TV and if the Channel was in your package, then you could watch whichever shows were on that channel On Demand. Now Xfinity has just become a over priced Roku which is pretty much just a hub for all the streaming services which ever major network now has. So now we are not only paying for Comcast service, we also have to pay for a ton of extra streaming services which use to be included with the Comcast channel line up.

Dealing with the current situation, about an hour after I wrote in today, I received another call from Xfinity asking me to pay my bill. Once again I explained that for the last month I have called in numerous times to lower my bill and was told there is nothing you can do and to take it or leave it. I let the representative know I asked numerous times to have the case escalated and was told that the loyalty Supervisor I was speaking with was as high as this matter was going to go and they refused to put in a referral to talk to a higher ranking supervisor. I requested numerous times on the phone and on this forum to please have a District or Regional Supervisor call me. It has been over a month and I haven't received a call from anyone except the people trying to collect money. They told me that if I pay my bill then they can work on lowering it. I replied by letting them know that last month I was told the same thing and was told by the agent he could get my bill back down to $220 a month as well as give me a $60 credit for the late fees and reconnect fees (which I only received $20) Happy that I finally got someone willing to help, I paid my bill and as soon as the payment was processed he asked for me to hold for a minute and I agreed. After a few minutes, I was greeted by a woman who asked how she could help. I explained that I was put on hold and waiting for the agent to come back on and she said I was transferred to billing. I explained the conversation I had with the previous agent and we were finalizing lowering my bill back down to $220 a month. She looked into it and said there was no way that was possible. I then asked to be transferred back to the previous agent so we can discuss how he was able to do that and to get my bill finalized at $220. She said he most likely made an error and then realized he messed up and that's why he transferred me. I asked again to get that agent on the phone so we can see what happened and she said she doesn't know who it was and there was no way to contact him and the only way to lower my bill was to cut services, turn in cable boxes, and she could knock off $10 a month by going to auto pay. So after 30 minutes on the phone and being told the agent can bring my bill back down to $220 for the same services the guy just disappeared after he got my payment. It's story after story of the same broken record. Nobody can ever pull up any record of the previous conversations, nobody can give you their name or employee number to reference when being told something and when it comes time to call in when there is a mistake, your agents can never find any history of the conversation or the agent. There is zero accountability at Xfinity. I believe this game of not documenting conversations or having a record of the agent we talk to is all intentional so you can get away with the worst customer service ever. If there is no accountability people can say and do whatever (while working from home) with no repercussion or consequences. Then today when talking to the agent asking for money, she also told me that there is no ticket for this case and she needs to transfer me to customer service to create a ticket. I asked how after 4 times of calling in and numerous letters on the forum asking for a Supervisor to call me is there no ticket created?? I have been dealing with this for over a month and there once again is no record of me trying to to have this escalated! Total [Edited: Language]! You couldn't provide worse customer service if you tried! 

i figured he would be gone.  you have a regional mgr. that mocks you, disrespects, gets aggressive, etc.  No surprise.  i just accepted their price increase on equipment.  not even thinking about their is nothing different with the box.  

Good evening gggardner4, thank you for taking the time to provide that context and your experience on our Forum. I know it's never an ideal way to spend your time, but we never want anyone to feel awful after any interaction. There may not be any promotions available that would keep your previous or existing service levels, but I would love a chance to work with you more. Have you had a chance to check out the Xfinity website for any online-only promotions you might be eligible for? Our site is really great at showing you exactly what you're eligible for once you're logged in, and is pretty intuitive to navigate. 

online online promotions?  what does that mean?  first time i have EVER heard that term. 

Thank you for reaching out to us @user_l1pdl1. We’d truly regret seeing a loyal customer like yourself go! Have we had a chance to look over our available promotions to potentially lower you bill?

@user_l1pdl1​  WOW, i need to go through my past bills.  i've read about fraud happening via comcast.  where your billed by xfinity.  the billed by comcast.  OVERCHARGED $381.00 dollars and not getting a refund.  how sick, but i'm not surprised.  i have to go through my past bills.  

@XfinityAldrik​ And I must say after I canceled my phone service Comcast took 203.00 out of my bank account. The comcast saga continues. I can’t get rid of you, your like a bad headache. 

Hello, @user_f7ee27. I would be more than happy to review your account to see what options we have available to lower your monthly bill. In order to get started, can you please send me a private message to Xfinity Support by clicking the chat icon in the top right?

Hey there,

Hey there, @EASmitty! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am sorry to hear about the experience with your services, it certainly is not what we want for our customers. We would be happy to dive into the account with you and ensure you have the best rate available. Can you please send us a DM to get started?

Will you please send our team a direct message with your full name and full address?
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@user_1t2vj6 Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience. I would be more than happy to offer my assistance looking into this further for you. Please let us know if we can be of assistance to you.