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user_a39ipj
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Friday, November 14th, 2025 10:21 PM

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
  • Price increases:
    Recent price hikes have angered many customers who feel they are paying more for a service that isn't improving, notes TheStreet and TheStreet. The company cited "strategic investments" in its network, but customers were not pleased with the increased cost. 
  • 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. 
  • 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. 
  • 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. 
  • 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. 

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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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user_6vt5wk

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1 Message

I supposedlygot upgraded Wi-Fi with a bundled plan but service is worse than ever. I was connected , got up for something to eat and when I got back I was disconnected. I tried and tried but all I got was a message saying that I could not be coming and I have a customer with auto pay for years. What the heck is going on???

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16 days ago

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XfinityDemitrius

Official Employee

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2.4K Messages

Hey @user_6vt5wk, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to assist with any Xfinity Internet connectivity issues you may be experiencing. Could you please provide more detail on what is taking place? Are you using an Xfinity xFi Gateway to connect and what is the LED doing such as color and/or flashing or solid? Are you experiencing issues with a specific device or all devices? When visiting the Xfinity App, does it show the device is offline or a local service interruption? We hope to hear from you soon so we can continue troubleshooting to get you back online and surfing the webs. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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16 days ago

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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_xpzj41

Visitor

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1 Message

In my recent experience, you will get nowhere following this suggested process. My "Direct Message" interaction was a complete waste of time. I was offered nothing even close to the promotions offered to new customers. Essentially I was told to check out the great offers available to me in the app/website. With the exception of a free cellphone line for a year (which I don't want), there wasn't anything listed which I would consider any deal. The fact that a new customer can lock in for 5 years to a price that is 50% less than what is available to a long-term customer is insulting. I find it disgusting when a company rewards those that have shown no loyalty. Personally, I have Starlink equipment I use seasonally at a trailer park. I've got that setup and I'm doing some testing to make sure the signal/service is good here at my home. Once I'm satisfied the Starlink will provide reliable internet, my 23+ year relationship with Comcast will be done -- at least for as long as it takes for me to qualify for one of the "new customer" offers.

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20 days ago

user_h9gkkw

Visitor

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1 Message

This could have been written by me.

I have been a customer for 30 + years and i got the same run around.  I can't get a locked in price for the package I have, I have to up this or get rid of that in order to qualify.  I like the package I have, I don't want to change it.  I did fight to get a $25 loyalty credit after having to call serveral times on issues that were not taken care of.  Then low and behold the credit was dropped to $ 10, which I again have had to make phone calls to fight to get it back to $25.

And lets not even discuss how much we have paid monthly for equipment.  Customers that have paid equipment fees  for a setbperiod of time, should then get a credit to offset the cost.

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14 days ago

XfinityDilary

Official Employee

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3K Messages

 

Thanks for your comment, user_h9gkkw. I truly appreciate you sharing this with us, and I completely understand how frustrating this experience must feel. Especially after being a loyal customer for over 30 years. It’s clear you value the package you have and the consistency you’ve come to expect, and I’m sorry that the process has felt like a runaround.

 

I also understand your concerns about the loyalty credit and equipment fees. Your feedback is important, and I’ll make sure it’s noted. While I can’t change past experiences, I’d like to focus on what we can do now to make things better for you. Would you like me to review your current plan and see if there are any options that keep your package as close as possible to what you have? If so, could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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14 days ago

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XfinityJohnG

Official Employee

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2.4K Messages

I am very sorry to hear about your experience with the agent on the phone. If you would like us to look further into your account we can do that from here. Can you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 hours ago

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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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XfinityEmilyB

Official Employee

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2.6K Messages

 

user_fvh59e Welcome to our community forum. I appreciate you bringing your experience to our attention so we have a chance to make things right. I want to learn more about what happened so we can work together towards a resolution. 
 
Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and help. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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15 days ago

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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.

1

XfinityOrlandoM

Official Employee

 • 

2.9K Messages

Thanks for reaching out to us we do apologize for any inconvenience and would hate to lose you as a customer.

 

I would be happy to look over your account and set all the proper expectations on our billing and resolve any other issues or concerns you have.

 

to get started please send me a direct message including your first and last name and complete service address.

 

 

Here's the detailed steps to direct message us: 

  • 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

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

4 days ago

0

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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