Visitor
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1 Message
I have been a loyal customer for 6 years at my current address and 20 before that. I’m thinking of cutting the cord.
I had a bad experience with a new promotional offer. I recieved incorrect info according to the final agent I spoke with. I was told I would save $30 a month, I am not. I would think on how you are losing customers you would work harder trying to keep the ones you have.
Xfinity is losing customers due to a combination of factors, including recent price increases, a reputation for poor customer service, and increasing competition from newer providers like those offering 5G home internet. The company's pricing is often seen as confusing and unpredictable, while existing customers feel neglected in favor of attracting new ones with better deals, according to Reddit users and other users.
Key reasons for customer loss
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Poor customer service:Many customers report frustrating experiences with customer service, citing issues with inconsistent information, a lack of accountability, and difficulty in resolving problems. There is a perception that the company prioritizes new customer acquisition over retaining its existing base.
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Intense competition:The rise of new, often more affordable, broadband alternatives like 5G home internet from companies like AT&T and T-Mobile is siphoning customers away from traditional providers. This increased competition provides customers with more options and drives them to seek better deals and service.
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Lack of price transparency:Customers have expressed frustration with the complexity of Xfinity's pricing structure and the difficulty in getting predictable rates over time. The company has acknowledged that "price transparency and predictability" are key issues that need to be addressed.
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Bundled services:Many customers are cutting the "cord" on cable TV and seeking standalone internet options, but they are still tied to bundled packages that may not be the best value for them. The allure of unbundled, high-speed options is growing as many households look to simplify their bills and reduce costs.
EG
Expert
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114.5K Messages
8 hours 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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XfinityDena
Official Employee
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3.8K Messages
8 hours ago
@user_a39ipj
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. Please send me a Direct Message with your name and service address so that I can fully dive into viewing promotions with you. I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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