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user_0c4xuw
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3 Messages

Wednesday, April 1st, 2026 2:59 PM

Need to Cancel Existing Account and sign up as new customer to get better rate.

As an existing customer I am paying $100 for 1 gig internet, but I saw a deal for same internet for $60.  I called customer service several time. Each time they told me the only way to get the deal is to cancel my existing service and start as a new customer.  There should be a better solution for existing customers to get that rate.  

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17 days ago

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XfinityPeterH

Official Employee

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2.8K Messages

1 month ago

 

user_0c4xuw Thank you for the feedback and for reaching out. To be as transparent as possible we are not able to close your account and create a new one for you. That is a violation of our policy. You generally need to wait 90 days after closing your account to be considered a new customer for Xfinity home services (internet, TV, voice) and qualify for introductory promotions. That said we can still review your account and see what options your current account may qualify for. Please let us know if you are interrested. 

 

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user_0c4xuw

Visitor

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3 Messages

Thank you for your response, but I been on the phone with xfinity several time, always the same response.  So I will probably cancel and use another internet carrier.

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1 month ago

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XfinityPeterH

Official Employee

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2.8K Messages

 

user_0c4xuw We would hate to see you leave but I can understand where you are coming from. Please let us know what you would like to do. Our team is here for 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.
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1 month ago

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user_0c4xuw

Visitor

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3 Messages

You can give the 1 Gig for $60 deal.

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1 month ago

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XfinityPeterH

Official Employee

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2.8K Messages

 

user_0c4xuw If it's an option I would be happy to get that put on your account. Please send us a DM with your full name and complete address so we can see what offers your account may qualify for. 

How to Send Us a Direct Message:

  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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514


 

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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1 month ago

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XfinitySara

Official Employee

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2.6K Messages

17 days ago

Hello, @user_0c4xuw - It appears new service has been established, and we haven't heard from you directly (via DM) in a while, so I just wanted to swing back by here for the sake of the community (and you). If there's anything else you need, please feel free to respond to our latest direct message in the next day or two. Otherwise, you're always free to start a new post if new questions or concerns arise. We hope you're enjoying your new plan, and I wish you a lovely rest of the weekend ahead :)

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