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user_8h4xyp
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11/13/2026 6:41 PM

Frustration

I received a phone call today where a salesman tried to sell me an Apple Watch with a promotional deal of $300 off making it a free watch. I then informed him that I know there’s a monthly service fee and I’m not interested. He still tried to sell it to me. I also told him, that being a Diamond member, I have had that offer for $300 off a watch for months now as a benefit. I told him I wanted a new phone and your company said I could upgrade my phone plan and get $500 off a new phone. So he then tried to sell me the watch and upgrade my internet. 
I then spoke with an agent in a live chat to file a complaint. Began informing staff of my concern, and she completely disregarded my complaint and tried to sell me a new phone. I’m very upset and disappointed with the way your company treats loyal customers. I have been a customer for over 10 years, and new customers are being offered free phones etc? I get a small dent off the price of an IPhone and I have to upgrade my plan = more money for Xfinity. 
If I was looking to cancel my membership with Xfinity, would I just need to pay off my iPad and return my equipment? T-Mobile recently placed a fiber box in my yard, may look into their service. Please acknowledge this post.

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1 hour ago

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XfinityMarshante

Official Employee

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1.6K Messages

1 hour ago

Hello @user_8h4xyp, thank you for taking the time to leave a post. Sorry this experience left you feeling unheard and unappreciated. You reached out to voice a specific concern, and I understand how frustrating it must have been to receive additional sales offers instead of having that concern addressed. We truly appreciate the more than 10 years you’ve spent with us, and we don’t want your loyalty to feel overlooked. We’d be happy to take a closer look at your account, your current mobile options, and your questions about what would be required if you chose to discontinue your services. For your privacy and the security of your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

 

How to send us a direct message: 

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support." 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

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