Poor customer service

It is astonishing that Xfinity shows such little concern for retaining customers who have been loyal for over 25 years. Cable TV, in its current form, is a declining service. Consumers now prefer a la carte options and more streaming services. Yet, Xfinity continues to increase prices month by month, year by year, for a service that is losing relevance, without offering any additional value for these higher charges. My bill has increased by over $100 in the last three years, without any change or upgrade in service.

The most frustrating aspect of dealing with Xfinity is their customer service. Conversations that should last minutes drag on for hours, often multiple days. Associates should be empowered to offer long-time customers a retention, courtesy and a parting gift when applicable but they lack this capability. Moreover, during every chat or call, I am often disconnected without any resolution. Despite having my email and phone number, Xfinity never reaches out to conclude the conversation. For me, it’s no different than going into a restaurant , waiting 30 minutes for a server to approach, take your order never to return. This frequent occurrence seems deliberate, making customers feel like they are being helped when they are not and inexcusable.

I am nearly at my wit's end. It will be more work to separate my internet, streaming, and perhaps switch to Sling or DirecTV Stream, but at this point, I don't care. After 25 years as a customer, the service and pricing have become unreasonable.