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user_f6geld
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09/04/2026 6:33 PM

Xfinity pricing issue

I just moved to a new address.  Instead of creating a new account, Xfinity had me transfer my account.  I was just told by xfinity that if I'd opened a new account I would have gotten promotional pricing of $50/month for gig internet.  Instead I'm paying $80/month.  This seems nuts.  Are others experiencing this same situation?

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41 minutes ago

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EG

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121.3K Messages

17 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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XfinityThomasA

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3.9K Messages

17 days ago

 

user_f6geld - Hello, and thank you for reaching out to us here on the forums and for sharing your feedback. We'd be happy to learn more about your experience and help in every way we can. We appricate you taking Xfinity with you into your new home. Could you tell us how you transferred your services? Did you complete the transfer online, through the Xfinity app, over the phone, or with assistance from a representative?

 

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user_f6geld

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16 days ago

Hi, when I moved I spoke with an agent as I was also interested in tv.  I understand pricing for new customers to try the service...that happens all the time.  But the current pricing is a $50/month lock in for 5 years.  I'm paying $80 for the same internet for 5 years.  This isn't a comparison of pricing for a 3 month trial.  That does not seem to me to be pricing for a new customer who gets a deal on the first three months or so...that's close to 40% less for regular ongoing service.  Xfinity steered me to transfer my service...which I thought was fine.  But I was unaware that if I'd gotten new service, I would have been eligible for a pricepoint (for the same service) that was close to0 40% less.

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XfinityPeterH

Official Employee

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3.1K Messages

 

user_f6geld Thanks for providing those additional details. I can certainly understand why you would have questions about the pricing difference, especially when comparing the available offers to the rate you're currently paying.

To make sure we're on the same page, when you mention a "3 month trial," are you referring to a promotional offer that was advertised for new customers? We don't typically offer services as a 3 month trial, so I'd like to better understand which offer you're referencing.

In regard to transferring service versus opening a new account, eligibility for promotional pricing can vary based on several factors, including account status, service history, address, and the specific offers available at the time the order is placed. Generally, new customer promotions require a qualifying period (90 Days) without Xfinity service before an account would be considered eligible for new customer pricing. While I understand your concern, I wouldn't want to speculate on what may or may not have been available had a different order path been taken. That said, I'd be happy to review the details further with you and see if there are any current offers available for your account and address. Please feel free to send us a DM with your full name and complete address. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514


 

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16 days ago

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user_f6geld

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To be clear, I was never offered a 3 month trial.  I am comparing to, what I consider to be, standard business practices to aquire new customers.  In this case, I think 5 year pricing does not indicate customer acquisition.  That was my intended example.

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16 days ago

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user_lbvgt4

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5 hours ago

I pay $80 a month for gig service for 5 years. I recommended this service to my father in law, who lives in the same neighborhood. Xfinity gave him the same gig plan at $50 a month for 5 years. I brought them a new customer and I will pay $1800 more for the same service. That hurts. 

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user_f6geld

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Xfinity took me out of this forum to a private discussion.  I explained the same situation and the $1800, and received no good explanation.  I was told that $50/month pricing is not offered in all areas.  Then I tried accessing that pricing for both my neighbors on each side of me.  They both qualify for the $50/month pricing for 5 years.  So, same exact service next door to me on each side, and I pay 60% more than they do for 5 years.  I question this business practice.

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4 hours ago

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XfinityVianney

Official Employee

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2.9K Messages

 

user_f6geld, we can revisit offers if you want to cover plans again. The promos can vary, and the new customer offers are not available to existing customers.
 

 

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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41 minutes ago

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