CUSTOMER RETENTION

Hi there! I'd be glad to ensure that this gets looked into further. Please send us a PM by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 

The chat icon is doing nothing for me.   I get a search box that yields no results !!!    Can I get the telephone number for the retention department or is that non existent now?

You are so right! I've been a long-time Xfinity customer as well. The last time I left because they would not lower rates to be competitive with other providers. After I scheduled installation of the new provider, I called to cancel Xfinity. Only then was I told that I should have requested the Customer Retention department and they would have made the adjustment. It was too late then. I'm at the same point now - pricing is too high and Xfinity service (and customer service) is declining rapidly. I've had multiple issues where a rep can't answer my question and promises to call back later with an answer. The call NEVER comes. Most recently, I was told (after multiple calls about same issue) I had to exchange my router at the Xfinity store to possibly diagnose a cable box issue. Today, I was told that a service tech should come out to look at the issue. This is just one example of many. So, I tried requesting Customer Retention today, but no luck. Given that Xfinity does not seem to value its customers any longer, I guess I'll have to look for a new provider again. Of course, it's a pain to make the switch, but not merely as painful as these latest experiences have been and are likely to continue.