Formal Complaint - Unreasonable Price Increase and Lack of Existing Customer Retention Options

I am writing to express my disappointment with Xfinity's renewal pricing and the customer service experience I had on October 19, 2026.

I currently pay $46.05 per month for 500 Mbps internet service, including unlimited data and equipment. My promotional pricing expires on October 21, after which my monthly bill is expected to increase to approximately $86 — an increase of nearly 87%.

I contacted Xfinity customer support to discuss affordable alternatives and spoke with both a representative and a supervisor. Unfortunately, neither was able to provide a satisfactory solution.

What makes this particularly frustrating is that I am willing to downgrade my internet speed from 500 Mbps to 300 Mbps to maintain my current monthly payment.

Despite this flexibility, the lowest price offered to me was $56.05 per month, even for the slower 300 Mbps plan.

Meanwhile, Xfinity advertises internet plans starting at approximately $45 per month for new customers.

I understand that promotional discounts eventually expire. However, I find it disappointing that Xfinity is unable to offer comparable pricing to its existing customers, even when they are willing to accept a lower level of service.

During my conversation, I was also offered an additional mobile line that I neither requested nor needed. After asking for further assistance, I was informed that no additional escalation options were available.

I am requesting a reasonable resolution:

• Allow me to switch to the 300 Mbps internet plan while maintaining my current monthly payment of approximately $46, including equipment, unlimited data, and applicable taxes.

• Provide this pricing without requiring an Xfinity Mobile line or other unnecessary services.

• Have a customer retention or customer relations specialist review my account for additional promotional or loyalty discounts.

I am not asking for more services at a lower price. I am willing to accept a slower internet connection simply to keep my monthly bill affordable.

I would prefer to remain an Xfinity customer, but it is difficult to justify paying significantly more when competitive offers are available to new subscribers.

I have saved the complete transcript of my October 19 conversation and can provide it upon request.

I hope Xfinity will reconsider its position and provide a reasonable solution that demonstrates appreciation for its existing customers.