No love for exisitng customers

I'm a loyal reliable Xfinity customer for 6 years with paperless bank account billing.

Now seeing the five-year price guarantee plans (with unlimited data) offered to new customers only - but not existing customers.

Why are new customers offered a much better deal than loyal existing customers?? Can someone from Xfinity please explain that to me?

Instead I'm punished by being forced to re-negotiate a plan every year (a miserable nightmare experience) or by default forced to pay more because the "promotional" offer has expired.

To be fair, I am satisfied with Xfinity's service. But the annual one-year contract plan renewal is a major hassle which I dread and abhor.

Comcast CEO Brian Roberts said "The team has a sense of urgency, energy and focus to getting customer pain points resolved". So far, as an existing customer, I'm not seeing it.

Responses

EG

Expert

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110.1K Messages

2 days 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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XfinityThomasD

Official Employee

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1.2K Messages

2 days ago

theunbob Thanks for posting on our Forums. The 5-year plans are being rolled out to different markets and areas, and may be trialing with new customer offers first, but I have seen them appear available to existing customers a few times as well. We can review your account and check what offers are available if you'd like us to.

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theunbob

Visitor

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4 Messages

Thanks for your reply. Yes, please review my account and check for offers.

I have reviewed the offers shown on my account and frankly none are acceptable.

My current service level is A-OK but my 1-year contract is ending very soon and I can't endure any increase in my current monthly rate. I'm a retired senior living on a limited fixed income so must limit my spending. You'll see I've been a trouble-free loyal customer so hope that counts for something.

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1 day ago

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XfinityAbby

Official Employee

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94 Messages

I understand how important it is to make sure your billing stays within your budget, and I would love to take a look at the account and see what offers we have. Please send us a direct message with your full name and address so that we can assist you with this.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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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1 day ago

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Customer Service

theunbob

No love for exisitng customers

EG

XfinityThomasD

theunbob

XfinityAbby

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