Visitor
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3 Messages
New user vs existing user
I have been an Xfinity customer for 27 years And have decided to leave. Wow my service has been great. The cost is become prohibitive. I can save over $1000 a year by switching.
Why does Xfinity allow longtime loyal customers to leave yet offers new customers rates that are half with a five-year price lock? I spoke to several Representatives at Xfinity and was told there’s nothing they can do other than strip away my service.
Why is a new person walking in off the street who may or may not pay their bills more valuable than a 27 year loyal customer who never missed a payment?
user_ews4q2
Visitor
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3 Messages
3 days ago
I have been an Xfinity customer for 27 years and never missed a payment. I am leaving Xfinity, not because of the service, but because of cost. If I were a new customer, I could get the same service at less than half the price locked for five years. Because I’m an existing diamond level Customer I get nothing.
What is the logic behind letting a loyal Customer walk out the door to be replaced by someone who may or may not even pay their bills? I have spoken to your online representatives and their only solution is to cut Service to get a more cost-effective bill.
what are they thinking??
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XfinitySara
Official Employee
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2.9K Messages
3 days ago
Hello and welcome, @user_ews4q2! Thanks for reaching out regarding your billing and loyalty concerns. I know how important it is to maintain the level of service you need while managing a budget, and would be happy to help however I can! We do appreciate your time with us, and you too probably took advantage of a new customer promotion yourself, all those years ago. We're doing the same thing these days, to incentivize joining the Comcast family! However, I still understand wanting to keep your bill as low as possible, as a long-time loyal customer.
Have you checked out our Plan Builder by chance? You may also try shopping Xfinity Deals online (just make sure to click "Sign in here" first), or simply log in to My Account and you can manage your services that way!
We recommend starting online if possible since some promotions are exclusively offered online-only :) Otherwise, our team typically has access to the same options you see while logged in to your account. And keep in mind that you don't always need to make any "changes" other than selecting the same service(s) you already subscribe to, in order to see any applicable promotional rates being offered. You may just not see the total estimated monthly bill until you proceed to the order summary (before approving any changes and placing your order). Please let me know if this helps!
And if you still need assistance, our team remains here, awesome to work with because we can always double-check your options if you run into any trouble online.
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