2 year contract started at end of 2021 and price increase already

@XfinityCassandra​ hi i log into my xfinity account But don't see a "Peer to peer chat" icon or New message" (pencil and paper) icon. Where are they located?  ty

Hello, @user_f13118 welcome to our Xfinity Community Forum page! We would love to help you with your concerns. Can you please create your own public post detailing your questions so, we are able to assist. 

Please also note that sending unsolicited private direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private direct message to be sent, you can then proceed with doing so.

Does anybody answer these posts

I have also been trying to contact Xfinity (either phone or chat) to ask about changing my plan (currently have Tv, Internet & Phone 'Super Triple Play' - with a plan costing $199/Mo). My 2 year contract was up several months ago, so of course the price went up, and every few weeks I've tried to contact them but have been put on hold for 40+ minutes, disconnected a few times after waiting as well, and waiting for someone to respond to the chats but NOTHING. I'm not sure why Xfinity is so bad with their customer service?!?!!? I have Sprint as my cell phone provider, and when I go on their website with questions, they have someone ready within 1-2 minutes to chat and answer my questions. This is a major reason why I will never switch my cell phone provider from Sprint/T-Mobile to Xfinity. Please tell me how I can reach a human to discuss my current plan, since I would like to downgrade my tv package in order to lower my bill. Thank you for any info you can offer. 

@user_898060 Please, refrain from creating multiple posts about the same topic. This is a violation of the Xfinity Forum Guidelines. Please, make sure you are sending your Message to our shared handle, "Xfinity Support". Official Employees do not have inboxes so we will not get your message if you send it directly to us. 

Hi, user_28db67, thanks for messaging us and sorry to hear you have not been able to get in contact with anyone. I can help you with your plan concerns.

To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

@user_28db67​ I found also it was impossible to speak to a live person, but you can change your plan through your log in

@Frustration-1, thank you for expressing your shared concerns on this post. No one likes price increases. While we try to hold down costs, price changes are necessary for a number of reasons, including continually increasing costs of programming and our ongoing investments in network upgrades, cutting edge technologies, and enhanced products and services. That said, we know we need to continually improve our customers’ experiences with us, and while we have work to do, we’re making real progress.

For example:

- We reached our lowest service call rate, highest first call resolution rate, and shortest repair times on record. These operational achievements are a huge part of the roadmap.
- We created the My Account platform so customers can manage all aspects of their account on their own, when it’s convenient for them. Many of our customers took advantage of our digital tools, with more than 28 million customers using My Account on the web and 13 million customers using the Xfinity My Account app.
- Our Digital Care Team, which assists customers on social media 24/7, has grown 9x since 2015, now one of the largest digital care teams in the world.
- We’ve redesigned or built more than 300 of our Xfinity Stores to make them more customer friendly and interactive.
- Customers have told us they want to interact digitally and these interactions have higher satisfaction scores. Nearly 80% of our customer interactions are now being completed through our digital touch points.

That said, I'd be more than happy to review your account for possible ways to lower your bill going forward! For further direct assistance, please send our team a private message with your full name and full address. We can most definitely take a further look at this for you!

To send a "Peer to Peer" (private) message:
• Click "Sign In" if necessary
• Click the "Peer to Peer chat" icon
• Click the "New Message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

@user_6e7c16 I'd be happy to review your account privately if you'd like!

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

@user_beaa59 We would love to help you with your concerns. Can you please create your own public post detailing your questions so, we are able to assist. 

Please also note that sending unsolicited private direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private direct message to be sent, you can then proceed with doing so.