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jebsr
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Rousing Reactor
Expressive Exchange

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98 Messages

Sunday, July 6th, 2025 12:09 AM

Free Xfinity Upgrade

For over a month every time I'd sign in to check my email, there was an alert Free Xfinity Upgrade so when I tried to upgrade today the cost was $30 more. I'm already paying too much, for too many years. Perhaps I should cancel Every thing, and come in as a new customer to get a good deal because their alert Free Upgrade is not a good deal!

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1 day ago

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EG

Expert

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111.5K Messages

1 day ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityThomasC

Official Employee

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2.6K Messages

1 day ago

Hello, @jebsr something seems to have gone wrong with your free Xfinity upgrade. Let us take a look. Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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jebsr

Contributor

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98 Messages

@XfinityThomasC​ [EDITED: Personal information] Xfinity says free equipment upgrade, but when I tried they wanted to change my plan for an extra $30. My plan is okay, except I may soon delete voice because my wife and I both have cell phones. Seems like every one is out to take advantage of senior citizens. I've had Comcast a long time never missed the getting higher payment.

(edited)

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1 day ago

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XfinityThomasC

Official Employee

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2.6K Messages

@jebsr Careful not to share your private information publicly. For personal information we have the steps I provided above to send a direct message. Let me know if you are experiencing trouble sending a DM. The free equipment upgrade is handled by a special team that will replace your equipment with the latest and greatest for your speed tier. I've never heard of there being a request to change your service. There should have been a link provided to start the process. 

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.
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1 day ago

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