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user_come8k
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5 Messages

Saturday, June 7th, 2025 4:14 AM

Plan issues and retention

We spoke with multiple reps only to get our grandfathered service canceled and told our bill would increase. I was speaking with a lady by the name Rhonda in retention and the call dropped. How do I get back in contact with the retention department. This experience has been horrible!

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24 hours ago

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XfinityAmandaB

Official Employee

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2.3K Messages

1 day ago

 

user_come8k  That is a great question, thank you so much for stopping in for help with your grandfathered services. Our retention team is a phone support team; they do not have a direct external contact number to provide. You can call our 1-800-Xfinity number and ask to be connected to the team if Rhonda is still available; they may be able to get you connected again.

If you were looking for help with new promotion options to help keep your billing down, we would also be happy to help. Just let us know. 

 

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user_come8k

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5 Messages

@XfinityAmandaB​ thank you for your response. I tried that 5 times, I end up in the automated loop and am not able to get a live person to ask to be sent to retention.

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1 day ago

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user_come8k

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5 Messages

Is it possible to provide our contact information for someone to call us?

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1 day ago

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XfinityAmandaB

Official Employee

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2.3K Messages

There is no option to request that specific team to contact you directly, you would need to be connected by an internal line. I would recommend going through the options in the automated system, as you wanted to do a normal plan change. That should get you to a live agent to request the connection from there. We do have a link to schedule a call back, but it would be from a normal level of support, but you can use that to help get connected, hopefully. 

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 day ago

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user_come8k

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@XfinityAmandaB​ that is helpful information, thank you!

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24 hours ago

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XfinityAmandaB

Official Employee

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2.3K Messages

 

user_come8k Of course! Happy to try and get you the help you are looking for! 

 

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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Reply

24 hours ago

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