2 Messages
Unfair higher pricing for existing customers compared to new customers
I am very dissatisfied that after contacting customer service as an existing customer with home internet service and two phone lines,
Comcast/Xfinity will not match new customer lower price offers for existing customers.
This is an unfair and unprofessional way to do business with a customer since 2019.
Last year, when my wife tried to get a deal on Internet, a Comcast/Xfinity employee made a mistake and changed our plan to 200 mbps, which we did not request.
We originally requested 75 mbps and it was incorrectly approved for 200 mbps.
When my wife raised a complaint, they returned the money for the extra charge however, they did not change the plan.
Now we want to downgrade the plan to 75 mbps and it is priced higher than the 200 mbps plan!
So it appears Xfinity may be intentionally screwing us not to downgrade service for a lower price.
Not only that, we compared the Xfinity 75 mbps plan for a new customers and it costs them less than 45% than ours!
We are 4 year loyal customers with a proven on time payment record! Such a disappointment!
So, if we will be asked to pay more, what extra value will the company provide? What do we get in return?
Accepted Solution
user_q2ktcj
1 Message
6 months ago
It's crazy I was just looking at new phones and they're willing to knock like 90% of the price off for new customers or a new line but won't even price match and want $200 more than what the manufacturer has the exact same phone listed for but still claim it's a good deal
2
CCJodie
Problem Solver
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1.3K Messages
10 months ago
@user_9cn236 Hello, thanks for sharing the experience and the situation. I would really like to see how we can make this right. Please send us a private message with your full name and service address.
Here are the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_e8f6cd
Visitor
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21 Messages
10 months ago
Hard agree. I have been a customer of Xfinity since 2008, and have been with Xfinity Mobile since it became available in my area. 2018 or so, I think. I have a broken phone that I got in 2020 and I would love to replace my family's phones for Christmas, as I'm sure many other existing customers would like to do, but Xfinity really dropped the ball with these holiday sales not including existing customers.
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user_bf1a70
Visitor
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4 Messages
10 months ago
i have been a loyal customer for over 20 years and i agree that they treat us like garbage. If i do not have my price adjusted this month, then i'm done. i just got off the phone with them. they only want to sell me xfinity mobile and would rather lose me altogether than give a better price. oh well. they will not even give me the option to select plans myself online. i'm forced to call them.
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S-ANN
1 Message
9 months ago
I totally agree. Comcast does not value existing customer. When you call to get a promotion they say only everyday pricing is available and if you select one your bill increases. I’ve been training since 2023 to lower my bill with no success. They are trained to reply that they are sorry, but they are not. Horrible customer service.
1
Juice1818
Regular Visitor
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12 Messages
8 months ago
Of course Xfinity removed my original message. I was completely honest and because I brought up another TV service they removed it. Xfinity DOES NOT care about their customers. I have been with them for 25 plus years and after contacting them regarding these crazy price increases and asking what their best price would be if I kept them, I rec'd three different prices from 3 different customer service reps on 3 different days, I finally said enough is enough and cancelled their TV and landline services. Look at your statements from Xfinity, nothing is consistent with the exception of price increases. Example... on the equipment alone for my 4K boxes... they've gone $5 to $7.50 to $9 to $10. Come on!!
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user_vk0cym
2 Messages
8 months ago
Same here, I have been loyal for 20 years and they used to try to keep existing customers by offering limited deals. Now we have to cancel service and find other options. There is no surprise over 300k subscribers have left.
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user_mfi9y0
1 Message
8 months ago
I’m a long ,long time costumer with comcast I’d like to switch to just internet 50$ all in new costumer 115 for a 25 year always payed my bill on time costumer really ?????
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user_rgq1hh
1 Message
8 months ago
They are also not recording proper data usage. They report higher data usage than you actually use.
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user_bl2eqf
2 Messages
7 months ago
I'm in the same boat. I'm a platinum member and think been a customer for 14 years. I see adds all thr time for deals I'm not allowed to get because I've been a loyal customer. In theory I could cancle all my services and have my girlfriend register the same services under her name at my address and save tons of money each month. Why is this a thing? I've been paying you guys for 14 years , shouldn't I be getting the good deal for staying or should I just leave for Verizon internet and cell phones?
Pretty ridiculous way of doing business.
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user_5obae3
1 Message
7 months ago
Same as everyone else, it's time to cancel and move on due to price gouging the loyal customer. Of course it takes a miracle to actually get them to allow you to cancel because they try to avoid contact or answering questions honestly.
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MJBoemio
Frequent Visitor
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10 Messages
6 months ago
I've been a customer over 30 years. The recent price increases are no longer worth the service. I cut my bill in 1/2 last week going with fiber internet, same speed no data caps and one of the popular streaming tv services- which has all the same channels and unlimited DVR and watch outside of my home when I travel. I didn't expect or ask for them to match those prices, but meet somewhere in the middle. They actually raised my rates for a new contract if I had stayed.
Not the agents fault, but the company will not exist in the TV market for many more years unless they pivot quickly away from their current business plan. My generation is cutting the cord in record numbers, and the younger crown will never choose this type of service at these prices.
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user_kl47rq
1 Message
6 months ago
Agree comcast is a bunch of [EDIT: Language] for doing this
(edited)
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user_0re0da
2 Messages
6 months ago
Same here. I have been paying more than $40 per month for three years and have been spending hours on negotiating a new deal.
I contacted xfinity when I noticed that my monthly payment increased from $65 to overt $100 within three years. And they agreed with $80 for super fast plan with WiFi equipment, but I just got my bill for $96 this month. And xfinity is offering $60 for the same plan on the internet.
Maybe we can group together to sue the company for price discrimination. It is not right to trap the customer with a lower price then increase every year and end up paying higher price even you cry for it.
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user_kzgd9p
2 Messages
5 months ago
I've been pretty disappointed as well. I have been an Xfinity customer for at least ten years, just internet, no tv or phone. For several years, after the initial two year intro, I was paying $62/mo. Then in January my bill went to $72/mo with no explanation. Now this month it's $74. If this keeps up I'll get a satellite or something. I get the offers in my mailbox for new customers and see what the deal is and figure they put the cost of luring new customers onto their existing customers. I'm about ready to go back to just reading books!
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