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Visitor

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2 Messages

Wednesday, May 14th, 2025 10:03 AM

Anyone else recieve this deceptive email from Xfinity?

On April 21, 2025, I received an email from Xfinity in reference to my Internet service. The email reads as follows:

"Great news! You’re getting another year of savings"

"We hope you're enjoying your Xfinity Internet at your introductory promotional rate. Your current promotional pricing was set to expire soon, but we're excited to continue discounting your bill for the next 12 months as a thank you for being an Xfinity customer. 


No action is required by you – you’ll see a “Loyalty Discount” credit on your bills over those 12 months as long as you stay on the same Xfinity Internet package. Just keep doing what you love (and love how fast you do it) with the best WiFi for your home.

 

Thanks again for being with Xfinity.”

The email lulled me and another Xfinity customer I know into believing we were going to receive another year of Internet service at the same price per month we had been paying for the previous year. As it turned out, this was not the case. When I logged in to my online Xfinity account, however, I noticed my Internet bill was going to nearly triple from the amount I had previously been paying.

Multiple Xfinity Executive Relations Department representatives have acknowledged the authenticity of the email sent to me. In fact, one Executive Relations Department agent assured me I would be paying the same amount for another year and that amount would be reflected on my online Xfinity account by May 12. Regrettably, the price drop did not occur and no one from Xfinity, thus far, will provide me with another 12 months of Internet service at the rate I have been paying for the previous year.

No stipulations, terms and conditions or pricing appear within the email.

Any thoughts on this from other Xfinity customers is appreciated.

Official Employee

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797 Messages

8 days ago

Good morning @Auditory we would be happy to review your account and answer any questions you may have. Please send us a DM with your full name and address to Xfinity Support. 
To send a direct message:
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

 

 

 

Visitor

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1 Message

@XfinityJoe​ 

That's for the offer but, the matter is already in the hands of a Comcast Regulatory Compliance representative, the FCC and the FTC.

Visitor

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1 Message

4 days ago

I got the same thing. Nobody at Xfinity will help. Their customer service has been excruciatingly bad. 

Visitor

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2 Messages

Thanks for your reply. I have a difficult time understanding why Xfinity would generate such emails to their customers when the ambiguous content is so deliberately deceptive. It's almost as if they have a desire to make themselves vulnerable to a potential class action lawsuit. I am not 100% certain that I will be receiving the same deal on Internet that I had for the previous year, but time will tell. As a consumer who refuses to endure any nefarious corporate shenanigans, I always start by using tact, poise and reason. When that approach doesn't work, I try summoning the assistance of a regulatory agency. I suggest you do the same. Please let readers know the result.

Official Employee

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1.8K Messages

Hey @user_1857o5, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Loyalty Discount. I would be more than happy to offer my assistance looking into this further for you.

 

Select accounts may receive a text message and/or email communication from Xfinity notifying them that their promotional rate is being extended, so they will receive a Loyalty Discount credit their bills. If you received this communication, no additional steps or information is needed and being applied automatically and the Loyalty Discount will be applied for the next 12 months if no package changes take place.

 

If you have any other questions, please let us know.  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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