Why does Xfinity force me to pay an extra $41 per month to stream services I'm already paying for?

I have been a Comcast customer for 25 years.

I have an older, ‘non-smart’, plasma TV, so I do all my streaming through my Xfinity DVR. I pay Xfinity for cable access, as well as HBO, including HBO Max. I get Prime Video as part of my subscription to Amazon Prime.

I use a non-Xfinity ISP for my internet. I prefer their service, since I’m getting outage-free, synchronous one Gig speeds at a very reasonable rate, without needing to have a high-speed modem in my apartment, and without having a contract.

I used to be able to stream HBO Max on-demand, as well as Prime Video, through my Xfinity DVR, without having Xfinity internet service. At some point, for some inexplicable reason, that changed; I lost access to HBO on demand and Prime Video streaming. Whenever I tried to stream, I kept seeing onscreen messages indicating ‘This feature requires Xfinity internet service’.

Since I was tired of missing the HBO and Prime Video streaming services I was paying for, I recently agreed to pay Xfinity an extra $41 per month for internet service, (the non-contract price,) so I could stream HBO Max and Prime Video. That Xfinity internet service would only be used to keep my DVR box happy; it has always gotten its signal via the coax cable hooked up to my DVR.

This weekend, I accidentally unplugged the modem I use for Xfinity internet. Amazingly, I’m still able to stream HBO on demand and Prime Video even though my DVR has zero internet access.

It really seems like Xfinity is forcing me to pay $41 (more) per month for internet access I’m not even using. Though Xfinity internet service was necessary to re-enable my streaming, currently that internet service is NOT being used by the DVR, whatsoever. Long story short, Xfinity seems to want to earn an extra $500 a year from me, just so I can utilize streaming services I’m already paying for.

I wish I had a better way to say this, but it seems Xfinity internet service is NOT necessary for any technical reason; rather, this seems to be more about greed, and not about need. Xfinity has found a way to make me pay 27.33% more per month, just to use services I’m already paying for.

This situation is unfair; I feel like I’m being ripped off. What can be done to correct this problem?

Responses

XfinityAlyssaA

Official Employee

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1.9K Messages

2 years ago

Good afternoon @mocaptain, and thank you so much for your feedback, we appreciate it and would be happy to forward it. We do require internet for our X1 platform but understand where you are coming from. If you'd like to provide the feedback as well, you can do so here https://support.xfinity.com/svp-contact-form.

We'd be happy to look at current offers in your area to make sure you are gettting the best deal possible. If you'd like for us to look into current promotions with you today, please let us know.

mocaptain

Visitor

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3 Messages

Thank you for your fast response.

Clearly internet service is not necessary for any technical reason. My DVR does NOT currently have internet access, yet it is streaming HBO Max and Prime Video perfectly well.

You indicate you "require internet for our X1 platform". Would you mind explaining why that is?

I strongly believe that requirement is solely driven by a profit motive. I'm unhappy with that. It's a poor way to treat a 25-year customer. In round numbers, that's at least $40,000 I've contributed to Comcast's bottom line.

Your suggestion of 'providing feedback' is unacceptable. That is NOT an adequate solution.

How can I get this problem solved, short of resorting to legal action, without wasting an extra $41 per month?

Thank you

2 years ago

XfinityAlyssaA

Official Employee

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1.9K Messages

@mocaptain Cloud DVR recording and streaming do require Internet access unless you are viewing saved programs. We'd be happy to see what options are available to help reduce your monthly expenses. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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2 years ago

XfinityAlyssaA

Official Employee

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1.9K Messages

2 years ago

We understand where you are coming from @mocaptain. The Xfinity X1 requires internet because of our cloud DVR, which means your recordings are saved online. For additional information on our X1 platform, I have included the following link https://www.xfinity.com/support/articles/xfinity-tv-on-the-x1-platform.

I also see that you stated you are a 25-year customer, are you currently enrolled in our Rewards program?

mocaptain

Visitor

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3 Messages

Thank you Alyssa.

I do not need to view my content on any other device. Furthermore, I already had access to all my recordings even without an ethernet cable hooked up to my DVR.

Just to be clear:

recordings: don't need internet access.
Streaming - apparently does not need internet access.

So... why am I being forced to pay $41 extra a month just to be able to stream through the DVR?

Regarding: 'Rewards' how does that address the issue I'm experiencing? I feel like I'm being gouged, and entering a reward program will do nothing to change that.

2 years ago

Customer Service

mocaptain

Why does Xfinity force me to pay an extra $41 per month to stream services I'm already paying for?

XfinityAlyssaA

mocaptain

XfinityAlyssaA

XfinityAlyssaA

mocaptain

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