Internet speed(s) - paying for gig - for years, not receiving what paying for and have paid for

CSR - technical services. Very nice young lady, ran tests, et al. "determined" it is Xfinity's old equipment - router/modem which used to be provided complimentary, and updated complimentary - but for years we rent them monthly, and they are no longer updated - sent as a courtesy to longtime, loyal customers who "don't switch" to other providers. Customer Loyalty should be rewarded in some manner, in my opinion. Should I purchase my own router/modem and be done with it?

We have 2 (two) residences both with Xfinity TV, internet, home phone service and xfinity mobile. And have had those services for 20+ years. Should we look for another provider? We don't want to. And my CSR today whom I speaking with provided EXCELLENT, outstanding customer service. Her name is Cleo!! Please reward.

Best regards,

Diamond Member

Xfinity, Comcast Customer

since 1980's - time/warner roadrunner days.

Cheers!

Responses

Oldest First

Selected Oldest First

EG

Expert

•

118K Messages

2 hours 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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XfinityDilary

Official Employee

•

3.3K Messages

1 hour ago

Thank you so much for your 20+ years of loyalty, user_u2maa3. We truly appreciate you! I’m also glad Cleo took great care of you; I’ll be sure to pass that along. I completely understand your concerns about the equipment. The good news is our newer plans now include updated equipment at no extra cost, which could be a great fit. Purchasing your own modem/router is also an option if you prefer. If you’d like, I can review both accounts to check for equipment upgrades and any loyalty offers to make sure you’re getting the best value. We’d love to keep you with us. 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

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Customer Service

user_u2maa3

Internet speed(s) - paying for gig - for years, not receiving what paying for and have paid for

EG

XfinityDilary

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