Does the retention department still exist?

Thanks for reaching out, user_f9rso4! I’m sorry you're not able to fins a better deal than what you currently have. The Retention team still exist, but they don't have a direct line. You'd have to call 1-800-Xfinity and request to be transferred to them. 

If it was the retention team, yes. 

I was in this game too.  I was told to call  back every week until they have a promo.  I was in chat and he said that the retention specialist would call.  She then put me on hold, and hung up.  I called back and got someone from the US that spoke English, he wanted me to downgrade my cellphone service to save money when I was calling about internet.  He said to keep calling back and June is the best month for promos.  NO LOYALTY for existing customers, except to go down in speed.  I even know someone that called 2 months ago, was given a speed increase, price in half, for a 2 year term.  I think they make [Edited: "Language"] up as they go along.

I got the same run around. The customer service lady told me there was nothing she could do because her computer doesn’t have those prices available but if I went to a XFinity store that they could give me the $50 promo for 24 months which included free equipment rental and new modem. I went to the XFinity store and they said they couldn’t do that price but could get me $65 with $15 equipment free and a year contract. Absolutely ridiculous! I’ll be changing service providers. Their prices aren’t competitive and customer loyalty means nothing to them. 

I have it worse. Diamond Member for 36 years and called to ask for some discount since the comcast people offer better deals for new customers. Same bad experience... we could lower your bill by taking away services. I called Verizon and got a comparable deal with all the channels for $115 less per month locked in for two years. They even gave me a $500 credit cover switch costs. I ordered the package after I had to replace a door sensor and they wanted to charge me a service call few to remove a piece of tape and stick the sensor on the door. 36 years of loyalty and they just don't care.

Been on the phone with Xfinity for the last 2 days. I requested to speak with the retention because I am truly considering canceling my service. My bill has gone from $235.xx per month to $260.xx within the last two years.  That price includes me  signing up for autopay and turning in 1 box.  That should have taken $20 off my bill. It didn't. My bill steadly went up with no one being able to tell me why. The representative I was speaking to said she is in the retention department and they have no specials to offer me. She basically told me to lower my internet plan (I work from home,  can't do that), take off any/all premium channels, and turn in my cable boxes (this is after I told her I don't have all smart tvs in my home). After that call, I ended up paying $2 less than my last bill and placed a 1 year contract on my service. Like why a contract when imnot getting a discount. I was reviewing the information and noticed the representative had also taken off my Peacock and dvr service. I called back about an hour and 30 minutes ago. This representative was praising me for being a gold member, etc. I'm going to spare you tell details. I'm basically paying $6.00 more with hair of the service. Foe Xfinity, this is how you treat your long time customers.