Regular Visitor
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5 Messages
Why are existing customers treated more poorly than new ones?
I was paying $85/m for Xfinity internet for years before I retired. Last year it went down to $70/month (1 year, 1.2 gig) under a new promotion when my previous term ended. In July and again today, I tried unsuccessfully to get my promotion extended to 5 years for $70/month at a lower 1 gig speed to match the then current new customer promotion for July. Now the new customer 1 gig promotion is even lower at $50/m for 5 years. But it still seems Xfinity cannot offer me the $70/month even though I'm a 30 plus year customer. After checking Verizon, I can get 1 gig FIOS for 75/month until 2030 (5 years) with a discount of $15/month for the first 36 months, or basically $66/m for 5 years after you do the math. So it appears Xfinity would rather I go to Verizon and they lose $4200 over 5 years rather than keep me and get $1200 more than a new customer ($70 versus $50 over 5 years). Seems poor business practice since a switch for me to Verizon is now easier since Comcast is no longer hosting my email (it's moving to Yahoo). The chat and phone reps at Xfinity were very nice and very patient with me. However. I guess I just need to wait until my email accounts are moved to Yahoo and then move to Verizon at the end of the year. Very unfortunate for me and Xfinity.
EG
Expert
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120.1K Messages
5 days 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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XfinityCliff
Official Employee
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531 Messages
5 days ago
Thank you @DFrac for sharing your experience here on our Xfinity Community forums, and for being a loyal Xfinity customer for more than 30 years. ❤️
We can certainly understand your frustration when comparing offers available to new customers and weighing the value of staying with a provider you've trusted for so long. It's great to hear that the chat and phone representatives you worked with were patient and helpful throughout your discussions.
Promotional offers and pricing can vary over time and may differ based on a variety of factors. You can always review the latest available offers and plans at our Xfinity Plan Builder page.
If you'd like us to take a second look at your account and available options, please send us a Direct Message* with your full name and service address, and we'd be happy to review everything with you.
We appreciate you taking the time to share your thoughts and feedback, as it helps us better understand the experience of our long-term customers. (And thank you @EG for bringing this to our attention!)
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click Here For an example of how to send us a Direct Message.
(edited)
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