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Auditory
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6 Messages

Wednesday, May 14th, 2025 10:03 AM

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.

Question

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Updated 

13 hours ago

268

7

XfinityJoe

Official Employee

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834 Messages

1 month 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

 

 

 

1

0

user_qjd7x3

Visitor

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1 Message

@XfinityJoe​ 

That's for the offer but, the matter is already in the hands of a Comcast Regulatory Compliance representative, the FCC and the FTC.

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1 month ago

0

user_1857o5

Visitor

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2 Messages

1 month ago

I got the same thing. Nobody at Xfinity will help. Their customer service has been excruciatingly bad. 

5

user_7czpe1

Visitor

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3 Messages

25 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)

1

user_w7t79m

Visitor

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1 Message

21 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
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.

(edited)

3

0

XfinityQuemekia

Official Employee

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220 Messages

Hello @user_w7t79m, thanks for reaching out to our Xfinity Community Forum. I hope your week has been going well. I can completely understand your frustration, especially after receiving the email about saving for another 12 months. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a "Direct Message" to Xfinity Support:

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

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.

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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19 days ago

0

user_7czpe1

Visitor

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3 Messages

@user_w7t79m​ - Did you get a response from Xfinity yet regarding the issue?

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18 days ago

0

XfinityChelseaB

Official Employee

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1.8K Messages

Hello @user_7czpe1, If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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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18 days ago

0

user_sm16ps

Visitor

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1 Message

10 days 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.

0

0

yagyashree

Visitor

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6 Messages

8 days ago

Hi @Auditory I am facing similar issue in there thread https://forums.xfinity.com/conversations/billing/billing-and-deficiency-in-service/68461f8f6ea8855d03eebb67 

Please let me know if any solution was provided for reported issue.

here is my message:

+++++++++++++++++++

Xfinity Internet

Great news! You’re getting another year of savings
We hope you're enjoying your Xfinity Internet at your introductory promotional rate. As a reminder, your current promotional pricing expires soon. However, to thank you for being an Xfinity customer, we will apply a "Loyalty Discount" credit of $45 per month on your bill for the next 12 months as long as you stay on the same Xfinity Internet package.
 
There is no action required by you. This credit will begin once your current promotional period ends. So, 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.
 
Don’t forget to claim your Xfinity Mobile Unlimited line! It's included for 1 year with your internet service.

1

0

TexasGuyJW

Visitor

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2 Messages

3 days ago

I also received this email. They claimed it was a scam and sent me over to their scam department who gave me a lecture on being careful on the internet.  I work in IT, while not in cybersecurity I know generally how scam messages work.  The links go to Xfinity, in fact, GMail show them as verified.  He wouldn't even bother looking at the email. Xfinity did nothing but lead me in circles.

Was anyone able to actually get their promotional rate extended for another year successfully?

4

0

Auditory

Visitor

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6 Messages

Thank you for your contribution to the forum. [Edited: "Inflammatory"] I also had one or two of these [Edited: "Inflammatory"] attempt to snow me into believing the email sent to me was not a legitimate Xfinity email. When I began to investigate the email further, escalating the matter with customer service and billing supervisors, as well as with Xfinity Executive Management team members, they owned up to the fact that the email was genuine and sent by Xfinity. Examining the content of the email carefully, what scam instructs the potential victim to merely sit back and do nothing?
Filing complaints with the FCC and FTC apparently succeeded. While it will take another billing cycle or two before I can conclude for certain that Xfinity will honor the price I paid over the previous 12 months, the price that currently appears on my next billing statement matches the price I had been paying previously.  If the email sent to me by Xfinity had been counterfeit. Xfinity would have responded to the FCC and FTC complaints accordingly.

(edited)

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3 days ago

0

TexasGuyJW

Visitor

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2 Messages

@Auditory​ Do you have any competent contacts at Xfinity I could reach out to or a case number to FCC/FTC to reference?  Sounds like you have fought the fine fight and won.  It looks like if you click on my user ID and clicking the three dots on the right you can send a private message on this forum. If nothing else, how I get this process started? Any help you could give would be appreciated. 

(edited)

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2 days ago

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Again

Expert

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31.8K Messages

@TexasGuyJW​ 

From our Guidelines: To help maintain our forum design, we ask that you never send unsolicited/unwanted private messages to any employee or user in these forums unless specifically asked to do so.

Although you have requested @Auditory to send you a direct message, understand that you don't know this person and could end up with a virus, even though I doubt that Auditory would do that.  So, you do this not holding Comcast/Xfinity responsible for any problems you might have with your computer.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 days ago

0

XfinityGabriel

Official Employee

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2.4K Messages

 

Auditory, Hi there! Thanks for reaching back out and sharing this update. To ensure your price matches what you have been paying moving forward, I would like to review over the account on my end. Would this be okay with you?

 

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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13 hours ago

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