Does Xfinity Want to Keep Me as a Customer?

I'm about broken.

I've been an Xfinity customer for 25 years.  All of that Internet, various times TV/Phone, and for the past 7ish years, Mobile.

Between dealing with regular severe packet loss of my Internet service every weekday morning between 0800-1100 for the past several years (that only in the past 2-3 months seems to have cleared up), multiple truck-rolls and cablemodem replacements that never solved the issue that technicians/support could never see, and "we didn't do anything" to fix it explanations to numerous scheduled DURING WEEKDAY EARLY BUSINESS HOURS service-impacting maintenances that consistently failed to meet their advertised completion times, thereby impacting my employment (of which Mobile hotspot-tethering service was abysmal, failing to cover these outages), my Internet service has NOT been stellar.  On top of that, advertised/promised upgrades to my Internet service upstream bandwidth have never happened.  Gigabit downstream with a ~45mbps upstream is ridiculous when I upgraded to my current speed tier, and it's still ridiculous years (decades?) later.

But  what is shaping up to be the final straw is my Mobile service.

I've been pretty happy with the technial service itself, but the customer service over the past few months is what's killing my satisfaction, and defiling my satisfaction's corpse.

On October 3, 2025, I ordered/upgraded to the iPhone 17 Pro Max 2TB model.  The phone was $83.33/month for 24 months ($1999.92).  There were two promos for the phone at the time:

1>  $66.67/month ($16.66/month discount - $399.84 over 24 months, bring the overall device price down to $1600.08) - "Promo pricing requires activation of a new line, number transfer and paying over 24 months."
2>  $66.67/month ($16.66/month discount - $399.84 over 24 months, bring the overall device price down to $1600.08) - "Promo pricing requires upgrade of a device on an existing line and paying over 24 months."

I opted for the second option.  The website failed to process my order, so I called in, was told that I was being given the promotion, and placed the order.

My first bill arrived, $83.33/month.  I called in, I was assured that the issue had been fixed, and that I would receive a credit for the past month, and going forward, things would be correct.  Every month since then, I've received the same story, seemingly designed to just get me off the phone and end the call - zero credits, zero billing fix.

But, today, the story changed!  Today, I'm told that the promo I opted for required upgrading my line to Xfinity Premium Unlimited for an additional $10/month of my already "Unlimited" plan on this line, and "that's why the website wouldn't process your order."

Well, that's incredibly interesting!  Funny how it didn't mention anything at all about that requirement for the promo, or a message that popped up to let me know this was a requirement, as opposed to the "503 Service Unavailable" error.  I do, however, have to commend you on having your webdevs and sysadmins taking shifts in the call center!  Getting that kind of "in-the-trenches" experience, being able to put themselves in the shoes of the frontline employees and know what they deal with on a daily basis?  Invaluable!

So, ultimately, today, the resolution was that I accepted a one-time $200 credit ($200 short of what my overall discount was supposed to be), because "it's too late to change my order or return my phone or add the promotion."

I'm questioning, though, whether or not the $200 you're saving by shafting me is worth me terminating ALL of my service (Internet, multiple Mobile lines) in October of 2027 after my phone contract is up (or, more likely, significantly earlier by me just paying off my iPhone early, and ending my relationship with Xfinity, is worth it.

Certainly, this experience with my personal/home services is tainting my desire to maintain my business relationship with Comcast (50+ BCI circuits, several EDI & ENS circuits in multiple states to the tune of ~$25K/month) once those contracts end.  In both cases, I do have other options that, while previously determined to be inferior in some way to the Comcast/Xfinity offerings, are perfectly serviceable, and I'm sure they'd be happy to take me on as a customer.  And those other entities don't have consistent fiber issues affecting my EDI and ENS in the Kent/Seattle area, so that's another bonus.