Requesting Promotional Rate Renewal - Existing Customer

Hi! I’ve been a loyal Xfinity customer for two years, but my promotional rate just expired and my bill went up from $55 to $95.03. I’m looking at Tmobile, who is offering $50/month. I’d prefer to stay with Xfinity so I don't have to swap equipment, but I can't justify paying this higher price. What new promotional rates or loyalty discounts can we apply to get my bill back down?

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XfinityBradM

Official Employee

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1.5K Messages

28 days ago

@user_mn22z7 The idea with a discounted, introductory rate, a new customer will be able to experience the service, see the quality and reliability, and also the value of it, so they would be happy to pay the normal rate. We do value our existing, loyal customers and even though we are not able to offer introductory rates life before, we do almost always have promotions available that will help lower the cost when asked. If we can't get a rate going that works for your budget and needs, we understand changes need to be made, but we absolutely stand by the quality and reliability of our service as well. If you could please send me a DM with your first and last name along with your full-service address, we can get started looking at those options with you.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_mn22z7

Visitor

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4 Messages

21 days ago

Please refer to the following details and help to find better option. Thanks.

[Edited: "Personal Information"]

(edited)

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XfinityChristy

Official Employee

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3K Messages

It's nice to meet you! I've found your account, and to examine your current options for new promotions, we need to complete the customer authentication process. It's a simple step: I'll send a code to the phone number or email address on file. Once you provide the code, we can proceed. Is now a good time to send that code? If so, would you prefer it sent to your phone or email?

(edited)

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21 days ago

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XfinityChristy

Official Employee

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3K Messages

Thank you user_mn22z7, I was to authenticate your account. However, to continue this conversation please send a direct message.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

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

Like

Reply

21 days ago

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user_mn22z7

Requesting Promotional Rate Renewal - Existing Customer

XfinityBradM

user_mn22z7

XfinityChristy

XfinityChristy

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