It seems Xfinity Mobile could care less about existing loyal customers; offering promos and discounts on phones only to new customers

@XfinityWilliam​ this is not true. Exact same issue with zero concern for a loyal customer of over 20 years. Would not offer the advertised plan and price for new customer to me. Even though I am currently not in a contract. Customer service said they could not offer me a better ate than my current rate and in fact would charge me more for the same plan today according to them. Even though I went on the site as a new customer and come up with a no contract plan for $40 cheaper than what I pay now for the exact same services. I am seeing over and over now that I am reading this forum the same complaints from lots of customers. Very very poor service and business practice 

Hi there @user_yexuvf. I am sorry to hear that you were not able to get a lower rate while talking to our Customer service. You are in the right place and we would like to take a look at your account and see what we can do to lower your monthly cost. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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

Let me know if you have any questions.

Thank you for reaching out to us here @user_l9dpk7. You can check with our Mobile team at the https://www.xfinity.com/xfinityassistant/?channel=xMobile site to get an answer for any questions on the phone upgrades. 

@user_eq10tj - I have the opposite experience and I've been with Xfinity since July 10, 1984 when they were originally Viacom San Francisco then TCI (TeleCommunications, Inc.) and then AT&T Broadband Inc. before becoming Comcast.  I was originally on $45 unlimited for Line 1 and $12 for 1GB for line 2.  They lowered me to $30 unlimited for Line 1 and $15 for line 2 as this added 5G which was all I wanted.  They kept trying to get me to add a line for free as it will share the data but the taxes and fees in San Francisco is $6-$7 per line and the iPhone 13 is free since December 15, 2023 and even as of yesteday but I don't need another line and always have to reject the offer.  So it depend who you talk to as you can try chatting again on live chat.