Visitor
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14 Messages
Same old story with the quiet price increase and the change in service. The inability to control it and change it. Will it ever end? I need
Dear Xfinity Customer Support / Loyalty Department,
I have been a loyal customer of your company for over 25 years — since the days of Road Runner, which was eventually acquired by Comcast and transformed into Xfinity.
I am a 63-year-old citizen living on a fixed income. For the past few years, I have struggled with frequent and unexpected price increases, lack of transparency in your plans, and the inability to select reasonably priced internet options through my account.
In January 2024, I was offered the Connect More plan for two years at a reduced rate, thanks to the Affordable Connectivity Program, paperless billing, and auto-pay discounts. After the federal ACP ended in May 2024, my bill increased again, and I had to spend hours through chat to secure another plan — a downgrade to the basic Connect plan, which still met my needs perfectly (100 Mbps). I do not require more than that. I use my own equipment, I only need internet, and I have over 30 years of IT experience to know exactly what I need.
In June 2024, I was successfully moved to the Connect plan at $20/month. I assumed this would last 24 months — like my previous offer — but I was recently shocked to find my July 2025 bill increased to $34/month without any clear explanation. My online account shows that the plan itself has been re-priced, and no regular discounts are visible, aside from a vague "Loyalty Discount."
This is unacceptable. Furthermore:
I am unable to see or switch to cheaper plans via my account.
I have confirmed that much cheaper promotional plans are available for new customers at my address, but they are blocked for existing users.
I have reached a point where navigating these systems and chats is exhausting for me.
The inconsistent pricing and constant need to fight for fairness is deeply frustrating.
I respectfully asking the following:
Please reinstate my $20/month Connect plan (or equivalent speed/price combination). Cant afford higher due to serious life circumstances, age and health issues.
Please honor that pricing for at least 24 months.
Please stop blocking access to lower-tier plans for loyal customers like me.
If Xfinity is unwilling to accommodate these fair and reasonable requests, I will consider filing a complaint with the FCC and my state’s Attorney General regarding discriminatory pricing and lack of transparency.
Thank you for your attention. I look forward to a swift and fair resolution. Sincerely, Alex
XfinityMarshante
Official Employee
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489 Messages
2 months ago
Hello @bazillio, thank you for taking the time out of your day to leave a post. We appreciate you being a long-time customer with us, and we hope you continue your business with us. We would love to take a look at your account and see what promotions you are eligible for. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_5w15rf
Contributor
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32 Messages
2 months ago
@bazillio Xfinity updated their internet plans https://www.xfinity.com/broadband-labels depending on your account you could be eligible for 1 or 5 year locked in rates that now include the Xfinity equipment & unlimited data, you may want to look at the xfinity NOW pre paid service on the link about they have two very afforadable plans that also include the xfinity modem & unlimited data, or depending on how much speed you need you could also see if your eligible for the Xfinity inernet essentials plan
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bazillio
Visitor
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14 Messages
2 months ago
Subject: 25 years with Xfinity — but no way to afford service now. Internet Essentials denied.
Hello,
I’m writing again to update my situation, which is now critical. I’ve been with Comcast/Xfinity for over 25 years total. For the past year, I was on a plan that cost me around $20/month, which I could manage. I use my own modem, no extras.
Recently, that plan ended and my monthly cost went up by over $15, even after a $25 “loyalty discount”. I requested to switch to the Internet Essentials plan, since I qualify for SHAP and previously had ACP before it ended federally.
But I was flatly told that:
I do not qualify for Internet Essentials because of the 90-day no-service rule, and
There’s no way around it, even with SHAP, low income, and no equipment needs
My decades of loyalty do not matter
I was told by the escalation team — literally — “take it or leave it.”
My health is poor, and I have serious issues with my legs. I cannot leave my home, and I live entirely alone. I do not use a smartphone — the internet is my only way to stay in touch with doctors who monitor my condition remotely.
I cannot disconnect my service for even a day, let alone 90 days, just to “re-qualify.”
I don’t have the money to pay the new rate, and I have no ability to change address or switch to a new account name.
I also cannot afford to switch to a new provider due to activation fees, required equipment, or other setup costs.
Honestly, I feel like I’m being pushed off the service I relied on for decades — and left without any viable solution. I’ve seen others post about similar issues, so I know I’m not alone.
Please — if anyone at Xfinity can take a second look at this, or at least explain why SHAP and 25 years of loyalty count for nothing — I would appreciate it. This is urgent.
Thank you.
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bazillio
Visitor
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14 Messages
2 months ago
And follow up add, full of my frustrations
I am seeking clarity on Xfinity’s implementation of assistance programs for financially vulnerable individuals. While such initiatives are commendable in principle, the application process appears to be structured in a way that introduces significant barriers—both major and minor—that effectively disqualify many of the very people the program is intended to help.
I’m trying to understand why a company would implement a program to help citizens in financial need, only to add significant barriers to access it. Even after meeting the main eligibility criteria, applicants are blocked by additional restrictions—such as a required 90-day gap in service—that seem designed to discourage rather than assist.
What kind of business model is this? What is Xfinity trying to achieve? Life circumstances can change drastically for anyone, including those who were once financially stable. That’s my case—yet it feels like I’m being penalized as part of a marketing strategy.
Why is there a difference in how Xfinity treats existing customers in need versus new applicants? In both cases, people are asking for help, but the process is filtered so heavily that it feels arbitrary. What are the actual standards being used to decide who gets support?
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