Visitor
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2 Messages
failed customer service
Today I called Comcast as I always do prior to my contract ending so I am not surprised with an inflated next bill. I have been with Comcast for at least 30 years. 21 years on record at this point (moved, etc).
While it is a pain to have to call every time, I have always had a positive experience and was able to get my plan where I wanted it to be for an amount we could agree on. That ended today.
The only solution your people could come up with for me to remain at a similar monthly amount was to force me to move my mobile service (I have been with T-mobile since the 90s and am grandfathered into an excellent rate) to Comcast. That certainly felt like being strong armed to do something I do not want to do! The other option was to pay $40+ MORE for less service from Comcast.
When I built this same package online as a new customer, it came to $237. You rep had it at $297, $40 more than I pay now; $60 more than the new customer.
How does this make any sense? Having been in sales my entire life (and I am old), I know the value of both new and old business. I hate losing either, especially the old business that pays promptly.
I will not be paying $40 more and will now have to find an alternative to Comcast. That makes me sad as I love the service, channel line up, DVR, etc. Why lose me after all this time? Why are loyal customers who have been with the company for literally decades now worthless to Comcast?
XfinityJustinC
Official Employee
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734 Messages
1 month ago
Hello, tskhere thank you for taking the time out of your day to create a post. I understand wanting to check options on pricing when your promotion is set to expire, I do the same thing when my contracts end. Promotions do have certain requirements to be eligible, and new customer promotions are only available for customers who haven't had an active Xfinity account within the past 90 days.
Existing customers would want to log into their account either online or through the Xfinity App, then select make change to service to see the promotions available. With having a grandfathered plan with your current cell phone provide, it makes sense not wanting to lose anything with moving your cell phone to a new provider.
I would be happy to do an account review to check on the options available, since I will need to gather some account information we don't want in our public conversation. When you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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XfinityJustinC
Official Employee
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734 Messages
1 month ago
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XfinityRichard
Official Employee
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966 Messages
1 month ago
It was a pleasure, @tskhere working with you in private today and getting your account concerns taken care of. Please don't hesitate to reach back out if you have any further questions or concerns, we'll always be here for you.-Richard
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