Request for Fair Pricing/Review of Customer Pricing Policy

I am writing to express my disappointment with my recent experience regarding Xfinity's promotional pricing.  I have been a Comcast/Xfinity customer for over 20 years and have consistently paid my bill on time. After a few recent interaction with Xfinity support over the phone, I made the difficult decision to cancel my Xfinity TV service while choosing to keep my internet and Xfinity Mobile services. My hope was to continue my full relationship with Comcast while reducing my monthly expenses.

When I contacted customer service to inquire about current promotional pricing for my internet service, I spent close to an hour on the phone and was informed that the "only way" to receive the same offer available to new customers would be to cancel and leave Xfinity for a few months or have my existing service and open a new account in my spouse's name.

I find this policy both frustrating and disappointing. It sends the message that customer loyalty is less valuable than attracting new customers. Requiring an existing customer to cancel service and transfer the account to another household member simply to receive competitive pricing creates unnecessary inconvenience and reflects poorly on a company that should value long-term customers.  I know Comcast prefers this, since you can report a rise in "new" customers, but this is just artificially inflating actually "net new" customers.

Unfortunately, this experience has caused me to begin evaluating other internet providers. I have started looking into cellular Internet offering and I am considering Starlink Internet, despite the upfront equipment cost, because I believe existing customers should be treated fairly and not be required to change account ownership simply to receive competitive pricing.

To be completely honest, the primary reason I have remained with Xfinity Internet is because I also have Xfinity Mobile. I appreciated the convenience of having both services with one company. However, if I decide to move my internet service elsewhere, I will also begin evaluating other wireless providers, including AT&T, for my cellular service.  Since I have already canceled my Xfinity TV service, I hope Comcast will recognize the importance of retaining the customer relationship that remains.

I respectfully request that my account be reviewed by your Executive Customer Relations team and that you provide the best available promotional pricing without requiring me to cancel my service or transfer the account to my spouse's name.  If nothing can be offered, please just let me know so I can start to move forward with alternative options.

Lastly, I also have a property in Florida where I have TV and High Speed Internet.  If I move on here in PA, I also plan to move the Florida service to another TV/Internet provider, since I was told my current package expires here in a few months and I am looking at a substantial price increase.