Visitor
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3 Messages
Upgrading
I have been a customer( Platinum) for 8-10 year's. I have cable, Internet and mobile. I have another person in my account. A year ago we got Pixel 10's. Keep in mind, I have never missed a payment! I went to your retail store last Friday and wanted to upgrade, we both decided to opt for the less expensive Moto G Stylus. She, the other person got the phone free, in my case, you wanted me to pay the full price. Nobody can tell me I can't get the phone free, can't tell me when I can get the upgrade free. This is probably one reason you lose 200k customers every quarter. I am going to port out to another provider, and frankly since this is the way you treat long term customers, if there was a competitor in this market I would throw you all under the bus. Look me up, oh is [Edited: "Personal Information”]. Your retail people just want to add stuff to your account so they can get a commission. Somebody in your company could override computer decisions, especially for customers who shown you loyalty, but it's not a 2 way street
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XfinityLinda
Official Employee
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2.8K Messages
5 hours ago
Oh, no. We're sorry to hear about your experience while upgrading, @user_sn8kul. We'll gladly take another look at this if you'll allow us. I can assure you are valued, and we would appreciate the opportunity to assist. If we may, please send us a Direct Message with your name and complete address.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (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.
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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