Visitor
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4 Messages
Anyone else recieve this deceptive email from Xfinity?
On April 21, 2025, I received an email from Xfinity in reference to my Internet service. The email reads as follows:
"Great news! You’re getting another year of savings"
"We hope you're enjoying your Xfinity Internet at your introductory promotional rate. Your current promotional pricing was set to expire soon, but we're excited to continue discounting your bill for the next 12 months as a thank you for being an Xfinity customer.
No action is required by you – you’ll see a “Loyalty Discount” credit on your bills over those 12 months as long as you stay on the same Xfinity Internet package. Just keep doing what you love (and love how fast you do it) with the best WiFi for your home.
Thanks again for being with Xfinity.”
The email lulled me and another Xfinity customer I know into believing we were going to receive another year of Internet service at the same price per month we had been paying for the previous year. As it turned out, this was not the case. When I logged in to my online Xfinity account, however, I noticed my Internet bill was going to nearly triple from the amount I had previously been paying.
Multiple Xfinity Executive Relations Department representatives have acknowledged the authenticity of the email sent to me. In fact, one Executive Relations Department agent assured me I would be paying the same amount for another year and that amount would be reflected on my online Xfinity account by May 12. Regrettably, the price drop did not occur and no one from Xfinity, thus far, will provide me with another 12 months of Internet service at the rate I have been paying for the previous year.
No stipulations, terms and conditions or pricing appear within the email.
Any thoughts on this from other Xfinity customers is appreciated.
XfinityJoe
Official Employee
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817 Messages
25 days ago
Good morning @Auditory we would be happy to review your account and answer any questions you may have. Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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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user_1857o5
Visitor
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2 Messages
21 days ago
I got the same thing. Nobody at Xfinity will help. Their customer service has been excruciatingly bad.
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user_7czpe1
Visitor
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3 Messages
16 days ago
@Auditory - Did you really get the Loyalty Discount as promised? Is it the full promotional amount as previous year?
Does the Discount also apply to the router rental?
My promotional period ends in a few days and I got this email few days back. When I go to next month bill view on the website it doesn't show any promo, but the full amount without any promo
(edited)
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user_w7t79m
Visitor
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1 Message
12 days ago
On Apr 21, 2025, I received the same email from xfinity@updates.xfinity.com
The email offers the loyalty discount for 12 months, however I received a $45.00 loyalty discount for only one month, and my most recent statement contains no discount. I called customer service 3 times and nobody knew anything about this email or were able to resolve this issue. This is horrible customer service to offer something and then refuse to provide what was offered.
Below I've copied and pasted the email I received:
Great news! You’re getting another year of savings
(edited)
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user_sm16ps
Visitor
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1 Message
1 day ago
I’m having this exact same issue and I’ve had several experiences with customer service over the past few weeks about, but they’ve been little to no help. All they want to offer is to sell you a new internet promotion as opposed to honoring what the email and the Xfinity app are both saying. Also received my email in April.
I’ve never experienced anything like this in my many years with this company, and as someone with a background in customer support management, I’m blown away. Definitely reassessing my relationship with Xfinity, including the phone line I just opened on Xfinity Mobile as well…it only gets me one bar with a slow connection at home anyway.
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