How Xfinity Lost a Loyal Customer Over a “Loyalty Discount”

I wanted to share my experience in the hope that someone at Xfinity takes it seriously.

I became a customer in August 2023 and paid approximately $80–$84 per month for Gigabit Internet for nearly three years. During that entire time, I believed that was simply the price I was paying as a loyal customer.

Then, without my realizing it, my monthly bill increased to nearly $140 because a “Loyalty Discount” had expired.

After speaking with customer service, I learned that the discount had always been temporary. While I understand that promotional pricing can expire, what I found disappointing was the overall customer experience.

A discount labeled “Loyalty Discount” naturally sounds like a benefit of being a loyal customer, not a temporary promotion that disappears after a fixed period. When the discount ended, my bill increased by approximately 66%. That is a substantial increase.

What was even more frustrating was that as soon as I called to cancel, I was immediately offered another promotional rate. That left me wondering why Xfinity was willing to offer me a competitive price only after I decided to leave.

To me, that’s the wrong approach. Long-term customers shouldn’t have to monitor every bill, negotiate every couple of years, or threaten to cancel just to continue paying a fair market price.

I don’t object to companies making a profit. I object to pricing that depends on customers missing the expiration of a promotion and only receiving competitive pricing after contacting customer service.

Unfortunately, that experience damaged my trust enough that I chose to cancel my service.

I’m sharing this not because I expect anything to change for me personally, but because I hope Xfinity reconsiders how it treats long-term customers. Loyalty is built through transparency, consistency, and trust—not by requiring customers to renegotiate their price every time a promotion expires.

I hope this feedback reaches someone who has the ability to improve that experience for future customers.