Retention Department

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

-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.

They still technically have one, but they will do nothing to retain you. In my experience, they just give you the list of plans you already have options have on Xfinity.com. The last person I chatted with basically told me to go ahead and go to a competitor or downgrade my service. It's the same abysmal story every year or so. It used to be that retention would work with you and get you were you wanted to be. That apparently is no longer the case. Unless someone wants to prove me otherwise. Already called the "retention" hotline and chatted with someone in the forum private chat, both just told me I was out of luck and I'd have to cancel my service and wait 90 days to get a better deal.

Good luck.

Customer Retention, my fanny!!  I have been a customer for about 5 years but moved at the end of May.  Since then it's been a nightmare.  My credit card was compromised and I was unable to sign into my Xfinity Mobil account, but got a message that said, "Looks like you're not a customer."  I spent hours and hours on the phone with Xfinity reps, each one promising it was fixed, but after 4 months it still wasn't fixed.  Then I ranted about it on a public Facebook forum, and voila!  The next day it was fixed.  So now, we want to upgrade our phones and I'm told I'm ineligible for a payment plan for the phones because I've only been a customer for 4 months, according to their abysmal recordkeeping (and I use the term loosely).  After almost 5 years of perfect on-time payments, this!  I am beyond frustrated and ready to scream!  Today I went in to the local Xfinity store, and was told, "Well, that's how it is.  If you move, your account is canceled and a whole new account is opened with a new account number, etc.  That's how our system works."  She was no help at all, and I left in total frustration.  Xfinity Mobile customer service [Edited: "Language"]!!!!

Sounds like only the deals are for new customers and not for existing customers who have recommended Xfinity to many people.. Contract is expiring very shortly and have been on twice with Xfinity Chat (turns out they are billing folks, not real customer service for retention). First guy could barely type English, but wasted 45 minutes of my time and offered me a new contract that was MORE than the one I have now that includes Gig internet, 185 channels and voice. It was "a deal" he said that downgraded my speed to 400 and no voice! While in the chat, my internet went dead as Xfinity decided to do a "home upgrade" that knocked out all my Xfinity services for about 5 minutes.  Chatted again today (same issue with English but I got what he was saying). Ironically the same magic "deal" was presented to me, and then he tells me that they don't want to lose a good customer like me and I need to call the retention group the next day. Not a good way to treat a valued customer.

Meanwhile, I will make a decision to possibly go with Verizon (I still hate them) for gigabyte service and stream YouTube or Hulu. VZ's offer is $90 and includes the router (that Xfinity charges me $14/month for). Add $60 for Youtube and I will be saving over $100/month from what my new bill would be. I can also go T-Mobile for their 5G Internet, and that is only $30/month, but lower speed. Doubt that Xfinity really cares, or will give me a decent deal to keep me to stay but will try..

Quick overview of past billing.  In March of 2021, my bill was $143.56 as part of a standard two-year contract.  In Feb of 2022, the bill raised to $167.86.  Next in Jan of 2023, the bill went up to $175.72.  Then finally, this month (Feb 2023) cost went up to $181.84.  I have documents for all of this.

First of all, I don’t see how there could be an increase in Feb of 2022 when I was half way through a two-year contact.  Of course, now that the contract has ended there is monthly increases on my bill which does not seem correct either.  This makes it hard for budgeting and on the pocket book.

The Xfinity services are convenient and I am willing to pay something for that.  Unfortunately, the current price is too much for the convenience.  How would it be possible to keep our current, fairly minimal, services at a lower, consistent rate?  I have tried the instruction provided by the rep on this site to do a direct contact and it does not work, as there is no “direct messaging” icon in the upper right corner of the page (at least, after I log in).  I spent over 30 minutes with the Xfinity “Live Agent” without getting any assistance. 

What is the best contact information for Xfinity Customer Retention Team (if it still exists) besides the “copy and paste” answer already provided?

Here is an example of poor but a typical customer experience.   Having been a loyal customer of Comcast for more than 36 years of course one expects price increases will occur.  

The issue is when you look to lower your monthly bill which went up close to 25% in the past year, and speak with Customer Service to find ways to lower my bill with less capable internet speed coupled with less channels I was to my price would go up further.  This is an example why Comcast does not value loyalty.  Time to switch ISP and TV provider

I would love to speak to someone about the most recent experience I had. Went on-line to try and make some changes to service...almost impossible. Went a different route and tried to call in and get some help. After attempting to navigate the impossible twists and turns of the automated system I get a person on the line. After 30 minutes on the phone having to go over and over everything and then having them HAVE TO repeat everything I said back to me...they sent me a text with the approval link. I click on the link...the representative on the phone says I'm all set and goes to hang up. I quickly ask "don't I have to bring back the box to the Xfinity store"...oh yes..only if I want to avoid fees.  So I drive to the nearest store and am told there is about a 15 minute wait.  OK..it was actually 25 minutes but what am I going to do? My name is called and the gentleman trying to help me now needs to explain to me that he has no idea why I'm there and is there a problem with the box i'm returning.  NOTHING....NOTHING IN THE SYSTEM ABOUT EVERYTHING I WENT THROUGH EARLIER.  So...my question for Xfinity is "why is MY time (and the time of all your customers) not valuable to you"?

Really, love the fact that instead of trying to help me the retention department just hung up on me. I was going to bring two new accounts to the table but I guess they'd rather lose one.

Also the system for me to talk to an agent is ridiculous. I just want to talk to a person and Xfinity's automated system thinks I am calling about service which has been shoddy the past few months anyways.

I just don't understand this [Edited: Language] service that they provide. Looks like I'll be switching to T-mobile of AT&T.