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user_xm5lgs
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Friday, January 10th, 2025 8:23 PM

Unwanted Speed/Price Increase

We are fixed income/low income. That was why we got the $9.95 plan because we cannot afford anything else. Suddenly there is a speed increase in 2025 so we need to pay more? This is not okay, none of us asked for this and we will be canceling if this is not changed. After 13 years of this program not changing, this is just out of touch entirely. Fixed income folks cannot afford an increase even at $5 a month, and either way it should be offered as an OPTIONAL UPGRADE. Very disappointing considering we need to have internet for my child’s school but now we can’t afford it. 

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13 days ago

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EG

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108.3K Messages

25 days 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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XfinityMarcos

Official Employee

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2.1K Messages

25 days ago

Hello user_xm5lgs, I can understand where you're coming from, a higher bill is never fun to see. Especially coming out of the holidays. It sounds like you might be referring to the Internet Essentials program, which is a great way to bring our service to our customers. I'm so glad we participate in that program, I know it helps a ton of households. This is the first price increase for Internet Essentials since it launched in 2011 and more fully reflects the comprehensive and improved value of the service. Would you be open to reviewing your account with me to find any available options? 

 

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user_xm5lgs

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The problem is system wide. The company needs to go back to the original speed and price we have had for years, and make the $14.95 an optional upgrade. I have already called about this today and no one could fix it. I will need to leave this service if it cannot be fixed. We do not want an improved service, more benefits, better speed. We are poor. We want the same service we have had for the past several years. 

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25 days ago

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XfinityAldrik

Official Employee

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1.9K Messages

We’d truly regret seeing you go @user_xm5lgs! I completely understand wanting an option to downgrade the speed as a potential way to lower the price. At this time $14.95 per month is the lowest option available for the internet essentials services.

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25 days ago

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user_tneniw

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Incredibly disappointing that the only option you can offer a loyal customer who is facing financial strain but would like to keep their service is, “oh well, a $5 increase for a service no one asked for”, is the best you can do. 

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20 days ago

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XfinityJeniece

Official Employee

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2.7K Messages

 

Thanks for reaching out through Xfinity Forums! I know how important it is to have a bill within your budget especially with the new year I am on a strict budget as well. I would be happy to explore options with you as we want to ensure you have a bill that works for your needs!

 

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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20 days ago

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user_ldy83o

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@user_tneniw​ 

Are they not entitled to a raise in 14 years?? What bills do you have that haven’t increased in the last 5 years let alone 14 years?? 

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13 days ago

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