Email from xfinity@updates.xfinity.com

I received the following email from the address xfinity@updates.xfinity.com:

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Great news! You’re getting another year of savings

We hope you're enjoying your Xfinity Internet at your introductory promotional rate. Your current promotional pricing was set to expire soon, but we're excited to continue discounting your bill for the next 12 months as a thank you for being an Xfinity customer.

No action is required by you – you’ll see a “Loyalty Discount” credit on your bills over those 12 months as long as you stay on the same Xfinity Internet package. Just keep doing what you love (and love how fast you do it) with the best WiFi for your home.

Thanks again for being with Xfinity.

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Is this legitimate?

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XfinityMatthew

Official Employee

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1.1K Messages

5 months ago

Hey @user_b5pwhz , This is a legit loyalty email we send out. If you are happy with your current plan you will automatically get the pricing for another year rather than it increasing in price to everyday pricing. Nothing you need to do on your end.

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user_ceuxhz

Visitor

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1 Message

I called Xfinity as my discount is expiring soon too, and your own employees think this is a phishing attempt. I received a similar email, and I'm trusting that the discount will be applied as promised based on this thread. They seem to indicate if they can't see it, it won't be honored. I am saving my email as evidence. Your reps should be fully informed!

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25 days ago

0

XfinityChristy

Official Employee

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2.5K Messages

user_ceuxhz I'm truly sorry and completely understand your frustration. It's incredibly disheartening when you call us for clarity on an expiring discount and end up with contradictory information, especially with your own employees suggesting an official communication is a phishing attempt. That lack of coordination is unacceptable, and you absolutely have a right to be concerned about whether the promised discount will be honored. You are correct to save that email as evidence. We need to do better to make sure our teams are fully informed about the active offers and communications we send out. While I wish every representative knew every detail, the truth is that no one person is going to know everything. The best thing I can do right now to ease your worry is to review your account details personally. Your account history provides a full record, which will definitively show if that recent discount offer was properly attached and whether we sent out that email communication. To get started please send me a direct message with your full name and address.

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I want to make sure you have all the information you need and the assurance that your discount will be applied as promised.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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