Why Xfinity keeps charging more for continuing, loyal customers?!

We’ve been with Xfinity for upwards of 20 years. After moving multiple times, signing up for the “special” rate, and then after the 2 years of that rate, we then have our bill go up $60 a month because the promo is over. WHY do we have to keep jumping through hoops with this company?!?! We see a new customer promotion and it’s significantly cheaper but we don’t qualify. Customer service response is sorry you’re not a new customer. Xfinity builds its brand on us and then later provides discounts only to new customers. We don’t get it. Do we have to keep canceling our service to get the new best offer of $70/month for 1GB internet instead of the “old” customer price of $100? Other providers in the area are half that for the same 1GB. When you have multiple products through Xfinity, they should reward loyalty.

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XfinityShawn

Official Employee

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2.4K Messages

21 hours ago

user_whatthehay We appreciate your feedback, and my team can look into current promotions for you to help lower your bill. We would need to obtain your account details to look into this further.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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

user_whatthehay

Visitor

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4 Messages

I guess this is my point. Why is it necessary to keep contacting Xfinity customer service to get told no and then feel like I need to comment here to get attention to the matter. The previous customer service rep I called yesterday said that I’m not a new customer so I don’t qualify for these promotions. Prior to that I opened a chat with a rep who said the same. Why do I need a promotion as a continuous customer of Xfinity? Xfinity is continually repackaging their products, then doing away with the package and requiring continuing customers to sign up for a new package. It’s truly mind boggling. Shouldn’t all customer service reps have access to these same discounts and promotions for continuing customers? What would be different in contacting yet another rep?

8 hours ago

XfinityChristy

Official Employee

•

2.7K Messages

user_whatthehay I completely understand how frustrating this feels, and I’m sorry you’ve had to keep going in circles trying to get a clear answer. After being with Xfinity for so many years, it makes sense to expect consistency and to feel recognized for your loyalty. You’re right that promotional pricing can feel confusing. These offers are typically time‑limited and tied to specific packages, so when they expire, standard rates apply. As packages and promotions change over time, the available options can look very different from what you had before, which is why it can feel like you’re being asked to “start over.”

That said, our goal is always to make sure you’re getting the best value based on what’s currently available. While not every promotion applies the same way, our team does have the ability to review your account and check for updated plans, new bundles, or pricing options that may better fit your needs today. I know it’s frustrating to feel like you’re being told the same thing repeatedly, but each review looks at the most current offers and account-specific details, which can change. That’s why connecting with us directly gives us the best chance to find something that works better for you now.

If you’re open to it, please send a direct message with your name and service address. I’d really like to take a fresh look at your account and help find the best option available today.

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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7 hours ago

user_zmk1b9

Visitor

•

1 Message

11 hours ago

I have been with Comcast/Xfinity for over 22 years and asked for a price reduction on my services in April...agent said to call back in May and check for promotions. A call back in May rendered no discounts, another frustrating experience, and a huge waste of my time! Over the years I have experienced countless problems with TV, internet, and customer service! Every time I call I feel like I am being hustled and pushed around. My recent TV issues took over 8 months to completely resolve. The resolution was to bury a new line which Comcast attempted to charge me $100.00 fee for their faulty line. Currently shopping for a new internet provider to end my miserable Comcast relationship!

Customer Service

user_whatthehay

Why Xfinity keeps charging more for continuing, loyal customers?!

XfinityShawn

user_whatthehay

XfinityChristy

user_zmk1b9

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