Visitor
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1 Message
I have been a loyal customer for 6 years at my current address and 20 before that. I’m thinking of cutting the cord.
I had a bad experience with a new promotional offer. I recieved incorrect info according to the final agent I spoke with. I was told I would save $30 a month, I am not. I would think on how you are losing customers you would work harder trying to keep the ones you have.
Xfinity is losing customers due to a combination of factors, including recent price increases, a reputation for poor customer service, and increasing competition from newer providers like those offering 5G home internet. The company's pricing is often seen as confusing and unpredictable, while existing customers feel neglected in favor of attracting new ones with better deals, according to Reddit users and other users.
Key reasons for customer loss
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Poor customer service:Many customers report frustrating experiences with customer service, citing issues with inconsistent information, a lack of accountability, and difficulty in resolving problems. There is a perception that the company prioritizes new customer acquisition over retaining its existing base.
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Intense competition:The rise of new, often more affordable, broadband alternatives like 5G home internet from companies like AT&T and T-Mobile is siphoning customers away from traditional providers. This increased competition provides customers with more options and drives them to seek better deals and service.
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Lack of price transparency:Customers have expressed frustration with the complexity of Xfinity's pricing structure and the difficulty in getting predictable rates over time. The company has acknowledged that "price transparency and predictability" are key issues that need to be addressed.
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Bundled services:Many customers are cutting the "cord" on cable TV and seeking standalone internet options, but they are still tied to bundled packages that may not be the best value for them. The allure of unbundled, high-speed options is growing as many households look to simplify their bills and reduce costs.
EG
Expert
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115.6K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityDena
Official Employee
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4K Messages
2 months ago
@user_a39ipj
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. Please send me a Direct Message with your name and service address so that I can fully dive into viewing promotions with you. I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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user_fvh59e
Visitor
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1 Message
15 days ago
I had the same experience! Didn't get what I paid for customer service is not empowered to make it right. Soooo sorry I switched.
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user_5ibrqp
Visitor
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2 Messages
4 days ago
Xfinity, my message to you is simple; to quote Charlie Brown, "ARRRRRRRRRGGGGGGGGH!" You Guys doth [Edited: "Language"]. If y'all just had simple 'cancel here' buttons the world would be a better place. This is Dante's Layers of [Edited: "Language"] stuff. After eons of bill paying etc. I am just about done. Your 'AI' is devoid of any'I'.
(edited)
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asuriel
Regular Visitor
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3 Messages
4 days ago
After 35 years as a loyal customer, I am leaving Xfinity because of consistently poor customer service, unexplained bill increases, and unresolved issues. I am switching to Verizon effective immediately.
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user_xo1ft3
Visitor
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2 Messages
3 hours ago
I feel like this community forum is like the suggestion box for a corporate company that has absolutely zero interest in your suggestions 🙄
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user_xo1ft3
Visitor
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2 Messages
3 hours ago
Your Customer Service is really a joke. Nothing personal, but it really is. I just got off the phone with somebody who is supposed to be in the customer retention department. She sounded like she was ready to call it a day from the moment she picked up the phone. I explained to her that I was very frustrated as my bill had just gone up, and I found that new customers pay $100 less per month for an even better plan than mine. With a 5 year lock in price. I explained that I would like to receive the same or very similar pricing, as I had been a Xfinity subscriber for decades. And their loyalty should be towards me and not some newbies who have absolutely zero loyalty to their company. She sounded like she could give two F’s whether I stayed or left Xfinity. So I guess the ladder is the way it’s going to go. Hopefully your new clients that you’re trying to sway your way will have as much loyalty as the ones you’re losing!
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