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user_dfj7j4
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09/05/2026 10:54 PM

Billing internet

Requesting a plan review — existing customer, 5-Year Price Guarantee

Customer since June 2019, Platinum tier, autopay from a  bank account, never late. Currently on Gigabit x2 at $105.22/mo including xFi Complete. My contract discount and xFi service discount both expire Feb 7, 2027, which takes the bill to roughly $144. I chatted with an agent today ([Edited: "Personal Information"]). 


She confirmed changing plans does not trigger the ETF as long as I don't disconnect, then quoted $96.66/mo for 500 Mbps with unlimited data and xPro extenders — a 75% speed reduction for about $8 in savings — and told me the 5-Year Price Guarantee is for new customers only. No changes were 
made to the account.

I'd like the 5-Year Price Guarantee applied to my existing account at 500 Meg or 1 Gig, gateway and unlimited data included, no extenders. I work from home on video calls and would rather stay with Xfinity, but a $40/mo gap between what I pay and what a new customer at my address pays is hard to justify over five years.

Can someone from the team review this?

Question

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Updated 

15 days ago

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EG

Expert

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121.3K Messages

15 days 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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XfinityPeterH

Official Employee

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3.1K Messages

15 days ago

 

user_dfj7j4

Hi there! Thank you for being with us since 2019 and for taking the time to explain everything so clearly. I completely understand why you would want us to take another look, especially when the alternative you were offered would mean such a significant reduction in speed for only a small monthly savings.

While the 5 Year Price Guarantee may not be available for every existing account, we would still be happy to review your account and see what options may be available for the speeds and services you need. We cannot promise a specific promotion, but we absolutely want to make sure you have the opportunity to explore your options before making any decisions.

Please send our team a DM with your full name and complete service address, and we will be glad to take a closer look with you. 

How to Send Us a Direct Message:

  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.

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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