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user_618tc6
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10/27/2026 12:47 AM

Bill increased from $45 to $85 — discrepancy with advertised 5-year promotion

Hello,

My one-year promotional rate recently expired, and my monthly bill for 500 Mbps internet increased from $45 to $85. I contacted customer service, but the only alternative offered was to downgrade to 300 Mbps for $70/month, which still seems too expensive.

When browsing Xfinity's website, I found an offer for 1 Gbps internet with a five-year price guarantee advertised at $65/month. However, when I select the offer and proceed through checkout, the price changes to $75/month.

I'd appreciate help clarifying a few things:

  • Why does the advertised $65/month price change to $75/month during checkout?

  • Is this five-year promotion available to existing customers?

  • What is the best available rate for my account for either 500 Mbps or 1 Gbps?

I'd prefer to stay with Xfinity, but I don't think $85/month for my current service is reasonable, and the downgrade offer doesn't provide enough savings.

Thank you for your help.

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3 hours ago

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user_9yebc6

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1 Message

4 hours ago

I saw the exact same thing but with a higher advertised price ($85/mo). When I get to the final checkout, the cost is shown as $95/mo. It includes a $15/mo 5 year discount but no $10 discount for autopay. I'm an existing customer and do have payments direct from bank account.

Thanks.

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XfinityBillie

Official Employee

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4.5K Messages

@user_9yebc6 Thank you for taking the time to reach out to us here on our Xfinity Forums. Our team would love to see what options we have available for you. 
Please send our team a direct message with your full name and address.
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 hours ago

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XfinityJamesC

Official Employee

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3.3K Messages

Thank you for sending us a DM, @user_9yebc6! We were able to process that order with the correct promo code, and reduce your rate to $85.00 per month until October 2031. I appreciate your efforts to work with us on this. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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3 hours ago

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EG

Expert

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122.5K Messages

4 hours ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityAdrienne

Official Employee

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2.5K Messages

4 hours ago

Good Morning, @user_618tc6! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear to about the experience with attempting to take advantage of the 1 Gig promotion. The difference might be due to the $65 price when signing up for automatic payments using your bank account information and paperless billing. I can certainly take a look into the account with you. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

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

(edited)

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