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user_l5ahoa
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Visitor

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16 Messages

Monday, June 1st, 2026 9:29 PM

Long time customer in Florida and now in DC

Hello,

My wife and I are long time Comcast/Xfinity customers with cable, internet, and cellphone. I feel overlooked as I see new customers are getting a significantly better price and discounts that are not available to us as loyal long time customers. 
could you please do something to help lower our bill without sacrificing any of the services and tier of services we currently have. 

thank you. 

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2 months ago

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XfinityCliff

Official Employee

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446 Messages

2 months ago

Hello @user_l5ahoa, and thanks for posting your concern on our Xfinity Community forums and for being long-time customers! We understand how frustrating it can feel to see new customer offers while you are looking for ways to save on the services you already enjoy.

 

We would love the opportunity to review your account and see what options may be available to help lower your bill while keeping the services and level you value. Please send us a Direct Message* with your full name and service address, and we will be happy to take a closer look and work with you on this. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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user_l5ahoa

Visitor

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16 Messages

@XfinityCliff​ 

the reply I received was that there is nothing better Xfinity could do for me  than the plan and price I have. 

it’s just sad that I am a 15+ year loyal customer and there are better deals available to newbies. 

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2 months ago

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XfinityAldrik

Official Employee

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2.7K Messages

Good evening @user_l5ahoa! I know I too would be frustrated seeing a lower price offered to new customers, especially after being with us for so many years. Please keep in mind that every existing customer was once a new customer who had access to introductory pricing. One benefit longtime customers receive is a higher Xfinity Membership tier which offers better rewards the higher your tier.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 months ago

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user_l5ahoa

Visitor

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16 Messages

Thank you for your reply but frankly I find it underwhelming.  Things are tough today and everything costs more. Loyalty should count for something and maybe just giving the best offers to new customary have loyal long term customers looking to switch providers?

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2 months ago

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XfinityAldrik

Official Employee

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2.7K Messages

At the end of the day, a lower offer is a better offer. I can relate to wanting the best promotional option to save more money in the long run. We offer competitive promotions to new customers to compete with the prices other companies are offering to new customers. As a result, this can make it feel like you can only find the best discounts when you’re a new customer. Similar to how our marketing teams determine the best discounts for a new customer, they compare promotional options offered to existing customers too @user_l5ahoa.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 months ago

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user_l5ahoa

Visitor

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16 Messages

So what you are telling me is that I should look for a better offer at another company- and that’s the best way for me to get great savings? Thank you for your advice. 

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2 months ago

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