Visitor
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1 Message
Existing Customer Pricing vs. New Customer 5-Year Price Lock Deals — Promotion Ending October 22
My current internet promotion expires on October 22, and I’m reaching out to see what options are available to renew my existing plan.
I’m currently paying $95 per month for 1.2 Gbps download speed. My current plan is set to increase to $130 per month when my $25 promotional discount expires. When I look at the offers available to existing customers, I’m being offered:
1 Gig: $100/month
2 Gig: $130/month
However, the offers advertised to new customers are significantly better:
1 Gig: $70/month with a 5-year price lock.
2 Gig: $100/month with a 5-year price lock.
That means a new customer can get 1 Gig for $30 less per month than the existing-customer offer, or 2 Gig for $30 less per month than what I’m being offered. Over five years, that’s a $1,800 difference at either tier, assuming the advertised monthly prices remain the same.
Meanwhile, I’m being asked to either pay more for a lower speed or pay $130 per month to get 2 Gig. My current 1.2 Gbps service is already performing well, and I’d prefer to stay with Xfinity rather than switch providers. I would appreciate having my account reviewed for loyalty offers or promotional pricing that would allow me to keep my current speed at a competitive rate.
Given the significant difference between existing-customer and new-customer pricing, could someone please explain why these offers differ so substantially and whether my account can qualify for comparable pricing?
I’d prefer to remain a customer, but I would also like to understand the drastic difference between the new customer and existing customer deals.
Thank you.


XfinityCliff
Official Employee
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775 Messages
6 hours ago
Hello @user_r4d9rn, and thank you for reaching out here on our Xfinity Community forums.
We really appreciate you taking the time to break down the pricing you've found, especially with your current promotion coming to an end. We can certainly understand wanting to make sure you've explored your options before making any decisions, and we'd love the opportunity to take another look with you.
While our Community team isn't a dedicated "loyalty" or retention team, we can review the account and see what options are currently available. Offers can vary, so we can't promise that we'll be able to match the new-customer pricing you've found, but we're more than happy to make sure nothing available to you is being overlooked.
Please send us a Direct Message with your full name and complete service address, and we'll be glad to take a second look with you.
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