Xfinity doesn't care for their existing customers

We’ve been Xfinity customers for around 20 years. Our family eventually added Xfinity Mobile as well, and we’ve recently been looking to upgrade our devices through Xfinity.

What’s frustrating is that many of the most attractive promotional offers seem to be geared toward new customers or new lines, while longtime existing customers are left with significantly fewer incentives.

This feels incredibly unintuitive to me. Why does loyalty seem to put existing customers at a disadvantage?

After nearly two decades with Xfinity—and bringing even more of our business over by adding mobile service—I would think the goal would be to retain longtime customers and give us a reason to stay. Instead, it feels like the best deals are being used to attract new customers while those of us who have stayed loyal are expected to simply keep paying.

T-Mobile is currently offering a very compelling deal, and for the first time, it has me seriously considering moving our family’s mobile service elsewhere.

I’d genuinely prefer to stay with Xfinity. But if a competitor is willing to offer substantially more value to earn our business than Xfinity is willing to offer to keep it, it becomes difficult to justify staying.

What’s going on, Xfinity? Why aren’t your longtime customers being given the same kind of incentive to remain customers that you offer people to become customers?