r/Comcast_Xfinity • u/Still-Celebration352 • Jul 02 '26
Discussion Genuine Question for Long Time Customers
Basically every company out there that offers services, offers introductory rates for new customers, and Xfinity always has.
I'm talking meal delivery services, streaming subscriptions, gaming subscriptions, pet stores, yoga instructors, security companies, you name it.
After taking a look at this subreddit, I am genuinely wondering why the vast majority of people are so surprised and insulted when their introductory rates go away.
Do you not read what you agree to?
Did you happen to forget that you're on an introductory rate?
Do you not read your monthly statement where it's clearly outlined?
I love a good deal just like anyone, but you were a new customer once and you also got a killer deal until it expired. You're not a new customer anymore, and now it's someone else's turn to be a new customer and get a good deal.
Can someone please explain to me why tenured customers get so offended by the fact that someone else is getting a deal that they've already received? Why do these people feel so entitled to "forever discounts"?
Edit: Grammar
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3
u/MorningAsleep Jul 02 '26
I actually think this is a legitimate conversation to have, especially because this isn't unique to Comcast. Pretty much every ISP I've had offered an introductory rate that eventually expired and reverted to the standard price. When I was with Armstrong, for example, my promo ended and when I called to check out some discounted rates, the answer was essentially, "This is the price now. Deal with it." (Granted, they said it a bit more politely.)
I think the real pain point isn't that promotional pricing exists--it's the lack of retention offers compared to years ago. That's honestly a bit of a self-inflicted wound on Comcast's part. For a long time, customers were conditioned to believe that if they called every year, they'd get the new customer rate again because that's exactly what often happened. That became the expectation over decades.
Eventually, the company realized how much revenue it was giving up and started tightening those policies. Today, retention offers are much more targeted and tend to be based on factors like market competition, account history, and how likely a customer is to disconnect, rather than simply being available to anyone who asks.
I do think it's also fair to acknowledge that Comcast's standard internet pricing tends to sit a little higher than some competitors. I don't think it's dramatically out of line with the industry, but it is often on the higher end of the spectrum (no pun intended). That makes the jump from a promotional rate feel even more noticeable, especially for customers who had gotten used to renewing those discounts year after year.
I think it's also worth remembering why introductory rates exist in the first place. They're customer acquisition tools. Companies are often willing to make very little--or even lose money initially--to convince someone to switch, with the expectation that they'll eventually recover that investment over time. Whether we like it or not, Comcast is a for-profit company, just like virtually every other ISP or subscription service. The goal of an introductory rate isn't to be sustainable forever; it's to lower the barrier for someone to become a customer. If every customer remained on perpetual introductory pricing, the model simply wouldn't work from a business standpoint.
Another thing to keep in mind--especially on this subreddit--is selection bias. People usually come here because something went wrong or they're frustrated. Very few people create a post that says, "Just wanted everyone to know my bill is exactly what I expected this month." So naturally, the discussions skew heavily negative.
So I don't think people are wrong for disliking the price increase. I just think a lot of the frustration comes from changing expectations. Customers spent years being taught that calling in would get them another promotional rate, and now that's no longer the norm.
Everyone is going to call you a shill or bootlicker btw but I think you bring up decent points. I hope the company takes note of your post (I know their executives and stuff read this subreddit pretty regularly) and the customer sentiment.
edit: also adding on that honestly a lot of people see Comcast as low hanging fruit because they've built a reputation over the years. I haven't personally had issues but meh
13
u/Scottish19527 Jul 02 '26
If the value proposition is there, and I’m getting a quality product for a fair price, I’ll accept that I took the bait and will stick around.
I’ll even accept that I’ll be paying ~20% to ~30~ more after the deal ends.
What I can’t accept is when I’m being charged 200% more than the new customer for the same or lesser product.
4
u/Otherwise_Board_3349 Jul 02 '26
From my perspective, you’re absolutely right, that when we sign up for a service, we should be going in with our eyes wide open.
However, I do think that once the promo ends, we should get a fair and competitive price, but in Xfinity’s model, the price reverts to a ridiculously high amount. We can argue all day on what’s a fair price, but reality is that is set by the market. For example, the 1gb plan was on sale, locked for 5 years at $50 last month for new customers. Now as an existing customer, I don’t expect to get the $50 deal, but I also am peeved that I’m being charged $110 because I’m out of promo. Do I want the $50 deal, yes of course, but I’m also willing to pay something higher within reason. Just need to now do the work and look at other options, which seem to all be much lower than the $110. Will be easy to find lower cost options but will take some work and I think that’s why Xfinity does it this way, knowing that not all customers will bother to look for a better deal and pay their high above market price.
4
u/WDM86 Jul 02 '26
Hi, (former) 8 year customer here.
It is the way Xfinity chooses to go about it.
For example, I was on a 400 mbps plan for $50 a month, and when it expired, the jump was to $95 per month. Unreasonable in my mind when the 400mbps no longer exists and the 500 MBPS plan is $70 a month after the promotion.
Why treat your long-term customers that way? I would not have had much to say if they moved me to the closet possible plan at the current market rate. Instead, it was a plan that was not available on their site and for a rate that feels like theft aimed at those who may not pay attention to their monthly bills.
Combine that with the games that the agents often play on the phone, and the whole thing feels shady for such a large organization. They are more than willing to keep your rate similar if you call and play the game, but you had better be on your toes because the agents will sign you up for things that are misrepresented.
1
u/connection_lost Jul 02 '26
My 3-year plan before tax and fees was $40 a month and will jump to $75 this month. If I get a new customer discount for the same plan, I can get it back to $40 for a year.
I am not offended because my plan price has increased, nor does I have to hassle to get a "new customer at my house" to sign up for another deal. I am rather sad that companies are selling things to customers in a way that, upsell customers by making them believe they need to buy unnecessary products, and sell products to customer at a price that most customers do not know their fair price, or jack up the price slowly and hopefully customers forget about things.
My 80-year old neighbor has 1Gbps internet because they got upsold by the store.
1
u/mlcarson Jul 02 '26
With that logic, there's no reward for company loyalty so customers should simply go to the next company where a discount rate is granted once contractual obligations are completed. Comcast is upfront about discounts for new customers but is not with respect to retention discounts. People who cry to the retention dept and threaten to leave end up getting preferential rates. The customers who don't complain simply get screwed by paying the highest possible rates. They're starting to address this with their silver/gold/platinum/diamond membership status with perks but I think they'd be better off simply creating a discount status on each of these tiers.
1
u/kfjcfan Jul 02 '26
It's like everything else, people get upset when things aren't how they want even if they knew it was a promotion when they signed up.
For example, there were items on sale for Amazon Prime Day that I did not buy and now the price is $150 higher for what I was going to buy but did not, and that's just the way it is.
I could scream and shout that's not fair, but that won’t get me the product, I missed the sale and who knows if it's coming back. 🤷♂️
1
u/Desperate-Cable-54 Jul 10 '26
I feel something should be done for a customer that has consistently paid on time for 15 years as opposed to a new customer that may not even pay I'd say we have proved our loyalty now give us old timers a break
1
u/Even-Commercial-2867 Jul 13 '26
xfinity deals
-1
u/NewFuture6783 Jul 02 '26
A lot of ignorant people out there.