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KYHeart
1st Topic

Visitor

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2 Messages

10/18/2026 10:36 PM

Lowering Monthly Bill

I am on a fixed income and simply cannot sustain the increase in my monthly bill that just came through. I tried to discuss with an agent on the phone and they said there were no promotions available for me. I simply find that hard to believe. There is always a promotion.

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Updated 

16 days ago

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XfinityCliff

Official Employee

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868 Messages

24 days ago

Hello @KYHeart, and thank you for reaching out here on our Xfinity Community forums.
 
We understand how important it is to keep your monthly expenses manageable, especially when you’re on a fixed income and have seen a significant increase in your bill. We’d be happy to take another look at your account and review the options currently available to see what may work best for your needs and budget.
 
Please send us a Direct Message with your full name and complete service address, and we’ll be glad to review this with you.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

Click Here For an example of how to send us a Direct Message.

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KYHeart

Visitor

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2 Messages

I did this and still haven’t heard back from anyone

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17 days ago

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XfinityJamesC

Official Employee

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3.3K Messages

Thank you so much for following up about this, @KYHeart. We definitely want to help you find a new promotion to help bring your bill back down. If you could please try one more time to send us a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

If you follow the steps outlined by my colleague @@XfinityCliff last week, that should get your direct message to the right place. We will keep an eye out for your message, and update this post as soon as our reply goes out. That should ensure we are able to make a connection. Please be aware, our regular hours of operation are from 6am to 1am (Eastern), 7 days a week, so if your DM comes in overnight, we will reply first thing in the morning. I look forward to hearing from you.

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 as Best Answer.tick

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16 days ago

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