Customer Loyalty Doesn’t Matter at Xfinity

I’ve been a loyal Xfinity customer for the past three years, and my experience with customer retention was extremely disappointing.

I called because my promotional pricing is ending, and my bill is increasing to $96 for internet and $80 for two mobile lines. I wasn’t asking for anything unreasonable—I simply wanted to see if there was a loyalty offer available to keep my bill manageable.

The representative I spoke with, Chris, told me they “can’t have our second-fastest internet plan at $60,” as if a $30 difference mattered more than keeping a customer who’s been paying their bill for three years. Instead of making any effort to retain my business, the conversation made it feel like my loyalty had no value.

Companies spend a lot of money trying to attract new customers, but it seems existing customers are expected to accept large price increases without any appreciation for their loyalty.

Unless Xfinity starts treating long-term customers as well as they treat new ones, I’ll be seriously considering taking my business elsewhere.