Visitor
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1 Message
Policy on downgrading to Internet Essentials
On April 22, 2026, I received my Xfinity monthly bill and noticed it was $20 higher than usual due to a change with the contract discount I was given when I set up this plan after the Affordable Connectivity Plan expired in 2024.
I contacted Xfinity chat and was referred to their Internet Essentials team by phone. I was told I would need to cancel my account and wait 90 days before reapplying to downgrade to Internet Essentials. I asked to speak with a Loyalty agent, who said she would assist me in downgrading without cancellation. Since I have Xfinity Voice service for my landline, I ended the call to check with my mobile provider about porting my home number. We ended the call with the understanding that I would call back to initiate the downgrade after confirming porting options. The agent assured me she would leave detailed notes of our conversation for the next representative.
I called back today and was told again I would need to cancel my service for 90 days before being eligible for a downgrade and this is final.
I find it unacceptable that customers must go without Internet for 90 days to comply with a company policy. This is particularly unfair given that I would not need to downgrade if the Contract Discount had not been reduced, which increased my monthly cost by $20. Xfinity was unable to offer a more affordable alternative other than Internet Essentials, and the customer‑service representatives provided inconsistent information about whether cancellation was required.
Is there some other support team I can work with or do I just need to cancel my account and seek service with Verizon or T-Mobile?
XfinityKam
Official Employee
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164 Messages
10 hours ago
@user_vqo0oq Thank you for taking the time to share your concerns on Forums. I understand that your contract discount has expired, which has resulted in a higher monthly bill. The expiration date of promotional discounts is included on each monthly statement. Based on what you shared, the Internet Essentials policy applies, which requires that there be no active internet service within the past 90 days this information is also outlined on our website. While this policy does apply in your situation, I would still be happy to review your account and explore any potential options that may be available to you.
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