Disappointed Long-Term Senior Customer – Loyalty and Retention Concerns

To the Xfinity Community and Customer Relations Team,

I am sharing my recent experience as a customer who has been with Xfinity since 2013 and is currently a Platinum Rewards member. I am over 70 years old and on a fixed income, yet I have been paying over $100 per month for internet-only service for several years.

During my recent chat with representatives, I was first encouraged to downgrade my speed from 2Gbps to 500Mbps to reduce my bill. I clearly stated that I do not wish to reduce my internet speed. I selected my current plan based on my needs and should not have to downgrade my service simply to receive fair pricing.

When I expressed concern about affordability and asked about senior or loyalty considerations, I was informed that Xfinity does not offer a company-wide senior discount based solely on age. I was referred to Internet Essentials, which is a basic assistance program, not comparable to my current service. I was also told my 12-month promotion will expire and my bill will increase to $129 per month.

I respectfully requested a retention or loyalty review, asking whether any discretionary adjustments, promotional extensions, or retention credits were available to help me maintain my current speed at a reasonable rate. Instead, I was again offered a lower-speed plan.

As a decade-long customer, senior, and consistent payer, this experience has been deeply disappointing. It feels as though loyalty, long-term commitment, and the financial realities of seniors on fixed incomes are not meaningfully valued. The tone of the responses felt matter-of-fact and transactional rather than appreciative of a customer relationship that has lasted over a decade.

I am not asking for special treatment — I am asking for fair treatment and reasonable pricing consideration without being forced to downgrade my service.

I hope this post encourages a broader discussion about how Xfinity supports long-term customers and seniors who have remained loyal for many years.