Doubled Internet Subscription Fee

This morning I learned that the monthly bill for my Xfinity internet subscription will increase from the current $54.60/month to $101.17/month, almost doubling.

The service is for 1GBPS with no data cap. I also subscribe to Xfinity Mobile at $51.17/mo.

I spoke to an Xfinity agent who offered 1 GBPS for $66.16/mo or 500 MBPS for $80/mo. They also mentioned that Xfinity may at some point in the future offer a 1 GBPS subscription for $50/mo, but would not give that rate to me during the phone call.

My pension income is fixed and am already struggling to pay over $100/mo for internet and cellular service. Unless I can get my current rates extended, I'll have to switch to a different provider for both internet and cell phone. I've been thinking about switching anyway because a few times a week the internet connection freezes and can take up to ten minutes to recover. To remedy the problem an Xfinity repair man replaced the wire from the street to the house and replaced the Xfinity modem, but doing so did not resolve the issue. So between the price increase and the faulty service, I'm motivated to shop elsewhere for both my internet and cellular network connections.

I'm posting here in hopes of finding other Xfinity customers that have been able to secure a rate extension, and/or to find out how others have resolved service quality issues.

Thanks in advance for any information you can share.

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XfinityThomasA

Official Employee

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3.9K Messages

1 month ago

user_a5r4ce- Thank you for choosing Xfinity and reaching out to us for assistance with your services and plan. We're glad to have the opportunity to help.

Let's work together to troubleshoot any service concerns, review your current needs, and explore available options that may help you save money while ensuring you have the right services for your household. We'll take it one step at a time together.

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user_a5r4ce

Visitor

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3 Messages

I just wasted the better part of an hour attempting to establish and then use a chat session with an Xfinity rep, per the above instruction. At first neither the text nor the email containing the verification code could be received. That was resolved when after twenty minutes an emailed verification finally arrived. At that point the exchange mirrored the one on the phone the previous day. The same $66.16/mo, an almost 20% increase to my present subscription fee, was offered, then rejected by me as being excessive. The rep hinted that a lower rate could be offered in the future, but would not offer one during the current exchange. By the end of the communication, upwards of ten minutes were elapsing between the responses of the rep, which seemed like a deliberate stalling tactic to discourage my pursuit of better pricing. At no point was the connection freezing issue discussed, except in my first communication in the thread. I asked if I could be added to a notification list when rates dropped, and reiterated that I was currently shopping for both new internet and cellular service. I also asked for a telephone call back, but only if Xfinity was able to extend or lower my subscription fee and discuss fixes for the freezing problem. By that time responses from the rep had stretched out so long that I left my desk after fifteen minutes so as not to waste more of my time. When I came back to my desk an hour later the session had expired and I could find no way to re-enter it. At this point I'm no longer waiting on Xfinity for any further response, and hope to have a new provider for both services in the next two weeks.

I welcome other Xfinity customers to share their experiences here.

1 month ago

XfinityThomasA

Official Employee

•

3.9K Messages

user_a5r4ce - Thank you for your feedback. We appreciate the opportunity to discuss your service needs, troubleshoot, and review plan options with you. Xfinity continues to provide value through features such as long-term price guarantees on select internet plans of up to five years, complimentary mobile lines with qualifying offers, value-focused wireless options like Mobile Select and Mobile Plus, and streaming savings through StreamSaver.

We value your business and would hate to lose you as a customer. We'd be happy to continue reviewing plans, bundles, and pricing options with you to help find the best fit for your needs and budget. I understand that seems to be your primary concern and we can help with troubleshooting too. Let's conitnue chatting and take things one step at a time. Please send us a message in our ongoing chat and we'll pick things up from there.

I am an Official Xfinity Employee.
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1 month ago

user_a5r4ce

Visitor

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3 Messages

It's clear you didn't read any of the posts in this thread because you failed to address any of my concerns.

Instead you leave as my only option, another reply to the behind-closed-doors thread I referred to already, the thread that was just another waste of my time.

If Xfinity is sincere about resolving my issues, they can leave contact info right here to someone with sufficient knowledge and authority to do so.

1 month ago

Billing

user_a5r4ce

Doubled Internet Subscription Fee

XfinityThomasA

user_a5r4ce

XfinityThomasA

user_a5r4ce

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