XFinity Punishes Long Time Customers And Rewards Brand New Ones

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Hello @laurenlia

I am sorry to hear about your experience with the cancelled appointment and with repackaging your services. Our team can look into the plan options available at your address and get a new appointment scheduled. 

Please send a direct message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.
 
 1. Click "Sign In" if necessary
 2. Click the "Direct Messaging" icon (upper right corner of this page)
 3. Click the "New message" (pencil and paper) icon
 4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
 5. Type your message in the text area near the bottom of the window
 6. Press Enter to send your message
 

Update: A total waste of time. I messaged the agent and after serval hours, I was told that only new customers can apply for the "promotional plans." Which is what was already stated in my thread. Thus, Xfinity cares more about NEW CUSTOMERS THAN RETAINING OLD ONES.

Any company who gives "new customers" only better rates than existing old ones is not worth doing business with.  

Conclusion: AT&T is the route to go.

Call up and ask to speak to the customer retention department they can do this. Front line agents can't 

I agree 100%.  We've been loyal customers for a very, very long time.  We've been offered a couple of promotions that lower our bill a bit, but it's only for one year, and we lose some of the few channels we watch, get ones we don't want, and they want us to go paperless or ETF and sign a contract.  Then the monthly rate pops back up to the ridiculous price we're paying.  We're getting quite fed up with Xfinity.

So frustrating. I am also a loyal (10+ years) customer and have had the same experience of not getting the same deals that are offered to new customers. Yes, I did get a deal when I was an initial new customer, but 10 years later I see my rates climb astronomically while new customers get better prices. Xfinity punishes new customers with pricing, and rewards new subscribers that may, or often, may not become loyal for 10+ years like I have. That's a horrible business model, and leaves loyal customers with resentment, so that they will quickly abandon Xfinity. Doesn't Xfinity care about customer retention? If so, how about a new rewards program that LOWERS your charges after x number of years of purchasing your services?

I just had a similar experience. Our bill went up more than 50%. I spent way too much time on chat trying to get something more affordable (we’ve been with xfinity for more than 10 years). The agent kept trying to get us to add mobile lines, but only after telling us that we could get a slightly better price and a $20 loyalty discount with no mention of transferring mobile service. After a very long time, he said the  discount applied only if we transferred our mobile plan to Xfinity. I think they are trained to string customers along by misrepresenting the deal and wearing us down. I am most disappointed at this disingenuous and deceitful behavior. I’ve recommended Xfinity to numerous friends and relatives, but will no longer do so. 

We have been with Xfinity now for 4 years and all we have is internet.  We started paying $60 per month and just got our bill for December $203.  Was told that will be our new monthly rate with them and we only do college classes online and watch YouTube (we do not watch any movies) when we are home and the classes are read only.  We live in Independence Missouri and called AT&T and they said we can get the same with them for $60 per month!!  Bye Bye Xfinity.

30 year customer here...   they expect me to pay 35-50 bucks more per month than their current pricing..   these guys screw existing customers and reward a new sign up.  Im use to their remote and platform, its easy, I like it, but im switching because they think a 30 plus year customer should pay more than their current advertised pice in 2023.   they will not lower your price to match current prices..  usually $35-$50 less...  what happened to customer loyalty...   probably the worst company policies I have ever seen.   Going to switch to google and do the streaming thing out of principle...

I am a customer of xfinity/comcast for 30+ years.  In one year due to lost discounts my bill went up 36%.  I to found out they reward new customers and do nothing to retain loyal customers.  I will need to check out other options.  It is bad business to not give a $15. or $20. monthly discount to keep a loyal customer of 30+ years.  They do not care to keep loyal customers business which again makes no sense.  With a $20. discount my bill would still be double of what a new customer would pay.  I made several phone calls and got no where.  It was a very frustrating process.  It is the luck of the draw of which agent answers the phone.  I spoke to 4 agents before I actually reached an agent that was straight forward with the information and tried to find a better discount.  Of course in the end her hands were tied with what she could offer.  Again I need to cut the cord with xfinity.

Agree 100%! I have been with Comcast/Xfinity for 26 years......means nothing to them. I dropped my home phone, my TV (YouTube TV is amazing) but retained my 300 mbs internet. I also have 3 lines on Xfinity Mobile. So finally, ATT fiber is available to me....ATT fiber 300 mbs internet =$56 per month. Xfinity 300 mbs internet = $108 per month. But if I switch, my Xfinity Mobile devices go up by $25 per month PER LINE!!!!! So I would save $52 per month on internet, but would have increase of $75 per month on my cell phones! The only way to save is to also move by cell phones over to ATT. Decision time....and could all be avoided if Xfinity had a bit of respect and appreciation for their loyal customers. Hopefully with mass influx of ATT fiber and now IQ Fiber in the area, Xfinity will realize their monopoly is gone, and this may force them to acknowledge their loyal customers are not a guarantee any longer!

[Edited: "Solicitation"]. For me, they move Sportsnwt Pittsburgh to the Ultimate TV Plam making me pay $20 more a month so I can have that channel. “But you get 60 some other channels” I was told. 60 other channels I don’t need. Plus I still have to pay the regional sports fee. [Edited: "Solicitation"].

I am going through the same thing. I have been with Xfinity when it was time Warner then road runner then comcast over 25 years only cable company I have been with but will be leaving soon. My bill is over 300 and they will not do anything to work with me so I would encourage any long term customer that’s bill is outrageous to leave. I plan to tell everyone about how I am being treated and Xfinity could care less about their customers . I guarantee they will be losing a lot of revenue soon!!

Xfinity was charging my 69 year old dad over 400$ for cable, internet and phone. cancelled the cable and expanded the internet to unlimited we would probably cancel Xfinity internet also if they weren’t the only internet provider in our area besides satellite, we saved over 300$ and now we just stream, afterwards we were able to afford a newer truck for our small farm. 

Yup, been saying same thing for a decade...they only care about new customers, trying to gain market share.  In the past, this used to work.  There were no options....you needed them if you wanted to watch TV.  Now, though, everyone is leaving.  You can now just buy direct and stream.  No need for companies like xfinity.  The only thing keeping them alive at all is live sports, but now even that is being rolled into the streamers.  They are losing their cash cow, but the executives are simply unwilling to accept reality, and will not realize they need to start offering deals to RETAIN customers.  They know that once they have their hooks into you with lower prices, they have the chance to keep you a long time, jack up prices, etc.  Again, though, people are now actually leaving.  They need to re-think their business model.  Even phone companies are making such changes, getting rid of 'new customer only' rates or deals on phones, etc. 

A big issue now is the whole 4K tier movement among the streamers....cutting out xfinity from those tiers, so you have to go to them anyway.  I would have stayed with xfinity had they been willing to do something on my bill.  I ran through the whole thing on the phone with a rep, said they could save me 19 bucks a month BUT, my rate will jump up 25 bucks in 12 months!  Also, that was losing channels and premiums I already had.

I then go in and look as a new customer and that exact same plan would be over 75 bucks less just for being new!  And that is with a price lock of 3 years, not 12 months.  It is insulting.  They tried to point out their rewards program, but we are platinum and have never once gotten ANYTHING out of it.  Nothing.  They say hey, watch a movie for a buck...which we can already stream.  What they need is rewards that lower your monthly payment for each year of service.  Some car insurance companies have started doing that.

Anyways, we are now leaving xfinity after being with them 25 years, moving to Verizon home internet for 25 bucks/month for 5 years!  Then just streaming Netflix, Max, Disney (which are bundled in with the Verizon plan).  All xfinity had to do was be willing to give us same offer as the currently offered new rates.  Still would have gotten 200 bucks/month from us.  Instead, they will now get zero.  As stated....bad business model.