Visitor
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6 Messages
retention
I have seen posts on here regarding direct messaging someone about retention offers. I have seen a competitors pricing that is much lower and would like to talk to someone about matching it. How do I do that? I've already tried customer service on the phone and they had no retention offers. Thank you for your help. Steven
Feb 24th update: For anyone else reading this thread about 'retention offers', I have some advice:
1) Do NOT under any circumstance private message them first. You MUST create a public post asking permission to private message them. If you don't, they will scold you and tell you it is a violation. (I have no idea why they do this...)
2) I am paying $70/month for Xfinity internet. I can get RCN/Astound for $40/month (plus $200 gift card) and that price is locked in forever. I asked Xfinity if they could give me the $50/month rate that they offer new customers (that is locked in for 5 years).
3) The Answer from retention: NO, we can only reduce your fee by $5 if, and only if, you get our mobile phone as well, which would be free for 1 year. The issue:
- Saving $5/month is nothing compared to $30/month savings by switching
- The 'mobile phone' for free was only 1 year. After that year, who knows what my rate would be.
- The 'free phone' I assume would have taxes, that a 99% likely to cost more than $5/month extra, therefore NO savings.
Just sharing my experience for others to keep your expectations low.
EG
Expert
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116.4K Messages
18 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
A representative will reply to you here shortly.
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XfinityJorge
Official Employee
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2.8K Messages
18 days ago
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (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
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