Visitor
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2 Messages
Price negotiated on phone not honored
Cc: FCC
Twice I have called Xfinity to discuss the discount on my account and twice I have been promised a discount equivalent to the previous promotional price - neither of the promised prices have been reflected in my bill.
[Edited: "Personal Information"]
EG
Expert
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118K Messages
9 hours 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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XfinityBrianH
Official Employee
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2.2K Messages
9 hours ago
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user_zcx53n
Visitor
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2 Messages
1 hour ago
Sent a DM to the Xfinity Support, basically they refused to honor the previously negotiated price, would not even offer a discount. Hence moving to Sonic who have Gig Speed for $50 per month. The Sonic customer support is staffed with people who understand the technology and are capable of resolving problems. No need to put up with poor service and overpriced internet.
Attached DM conversation with Xfinity
Xfinity Support
Member since January 27, 2021
Back Online
Xfinity Support
and more
Tue, 19 May
Hello, Looking for somebody to assist with discount renewal, REDACTED
9:50 am
XfinityOrlandoM is now assisting you
Perfect Next I'll need to send you a 6 digit authentication code to give to me. I can send that code to the listed e-mail address or cell number we have on file. Do you prefer to receive the code via text or via e-mail?
9:51 am
txt
9:51 am
Perfect the time sensitive text has been sent, please give that code to me as it does expire within 15 minutes
9:51 am
493744
9:52 am
Perfect thanks for getting the code back to me and being such an awesome customer for the last 10 Years 9 Months! This makes you one of our awesome Xfinity Diamond members. What I love about the Xfinity membership program is all the awesome rewards that are available such as free movie night! https://www.xfinity.com/membership. We understand how important it is to have the correct internet plan at the best rate, you can view our brand labels https://www.xfinity.com/broadband-labels. How is your day going so far?
9:53 am
yep, not so good
9:53 am
I'm sorry to hear that, but the great news about reaching out to us on this platform we are corporate agents and we can assist you with any and all your needs. I see you on April 25th you reached out about your promotional discounts expiring and an offer was made to you that you declined, so I don't see any changes made to your account or were we sent you any consent approvals for our new pricing plan. But I'll be happy to see what offers we have to get you the best price for the services that fit your household needs! To get started could you please tell me how many devices does your household normally have connected at one time?
9:57 am
10+
9:59 am
Perfect, now is there any downloading of large files, gaming or streaming of 4K material?
10:00 am
not really
10:02 am
Perfect I would recommend going with our one GB speed that is that it's great for 10 plus devices and that comes out of awesome discounted rate of $105.00 that's locked in for five years which that includes your Xfinity modem unlimited data and Hulu/Disney free as well as Peacock premium for 3 years. Your total monthly bill would come to $96.49 due to your $10 auto pay discount that's set up under your checking account. How does that sound?
10:04 am
is that a joke?
10:05 am
No that's not meant to be any type of joke, I'm just offering you the best rate we have for that speed based off how many devices you're using. Our next speed down will be our 500 megabytes, there's currently no discount for that speed plan so that would come at $95.00 so after your auto pay discount it will come to $86.49
10:06 am
Look, I am interested in continuing with my existing discount
10:07 am
Unfortunately, that's not possible you're on a grandfathered plan that we no longer carry, you were also getting an awesome discount for the 1st 24 months and then a third year option that gave you a loyalty discount for the next 12 months that now has expired. So if you're looking to get a price close to what you had prior, we wouldn't have any options for you with our new speed plans. Another option you could do if pricing is your concern is going with our awesome Xfinity prepaid NOW services https://www.xfinity.com/now/internet
10:10 am
So if the best you can do is $100 then I'm leaving - sonic is offering gig speed for $50 per month. I will contact them to set that up today.
10:14 am
The lowest pricing option we would have would be for our 300 megabytes plan that's $80 so after your auto pay discount and tax that would come to $71.49. Now one thing that can help you cut your costs down, if you signed up for Xfinity mobile with all our residential Internet plans they come with the offer of one free unlimited model line for 12 months Or if you click the link above it shows our two pre paid Now speeds of 100 Mbps for $30.00 or 200Mbps for $45.00
10:17 am
not competitive prices - what is your best offer
10:18 am
I gave you all our best offers 1 gig $105.00 for 5 years, total $96.49 500 Mbps $95, total $86.49 300 Mbps $80.00, total $71.49. Or the NOW pre paid 100Mbps $30.00 Or 200 Mbps $45.00
10:21 am
what I am looking for is 400 MB/s for $25 - can you come close to that?
10:28 am
We no longer have 400Mbps which you can view our speed plans via https://www.xfinity.com/broadband-labels, so all the offers I gave you above are the only pricing options we have for your account
10:32 am
then I'm done - thanks for your time. I'm going to move to sonic and cancel my xfinity internet
10:33 am
We do hate to lose you as the customer unfortunately our promotions change from time to time so the offer that was made to you on April 26 is no longer available. If you need assistance with canceling your account, I can assist you with that as well. Let me know if you want me to assist you with cancelling your account or going with any of the offers I made above?
10:35 am
Just to be fully transparent - I have been offered a continuation of my existing discount twice by calling into the Xfinity call center. I have the recordings of these conversations. This is a shame, I've been very disappointed with Xfinity this time around. I shall be sending this experience and associated assets to both the FCC and the CFPB.
10:42 am
There's no way to give you an extended discount on your current plan because you have a grandfather plan called the Connect more 400 Mbps, You were originally received this promotion on may 17th of 2023 for 300Mbps plan that came with an awesome discount of $44.00 off the normal price of $79.00, that discount was valid for 24 months until 05/16/25, we also increased the speeds to 400 Mbps at no price increase. And for being such a awesome customer once the discount expired we gave you an additional $65.00 off the normal price on 05/08/25 for 12 months which expired on 05/08/26. On 4/26/26 we offer your discounted rate for 5 year at $75.00, you declined that offer, so currently the offer I provided your above are the only options we have if you go with our new price plans that now include the xfinity modem and unlimited data option for free as well as being able to receive 12 months free on an xfinity unlimited mobile data line The only offer I have if you want to keep the 400Mbps is I can give you a $5.00 12 month loyalty discount which would have your normal monthly bill at $85.49
10:59 am
no thanks - these prices are simply not competitive.
11:00 am
I'm sorry you feel that way, but you'd have to keep in mind if you weren't paying the normal price of $79 for that speed plan, you got a discount off of that speed plan for three years. So right now the offers I gave you are the best offers we have right now, you can always go to that link I gave you & sign in as sometimes you may see some special offers that are only available online when you sign into your account. Or you could try reaching out to us at a later time to see if any new promotions there are available at that time.
11:05 am
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