Looking to transition legacy bundle to current structure or switch providers
I’m an existing customer currently out of contract, and I am looking for a representative to help me restructure my account.
My online account portal errors out whenever I try to select a new 5 year promotion or view current Price Guarantee bundles. This seems to be because my account is currently sitting on older, grandfathered package codes that the automated system can't process on its own.
A phone representative was kind enough to apply a temporary 12-month loyalty credit to my account today, which I appreciate. However, it doesn’t resolve the underlying issue: my account is still being billed individual line items for legacy features (like separate xFi Complete data fees and X1 DVR fees) that are baked straight into the base price of your modern tiers.
I’ve been actively looking at AT&T's 5 Gig fiber internet package, and frankly, moving to a modern fiber structure makes a lot more financial sense than staying on a grandfathered Xfinity cable bundle with separate add-on fees. Before I make the decision to schedule an installation and schedule my cancellation here, I wanted to see if a rep could structurally clean up this bill to match your current packaging.
My Current Setup:
- Internet: Gigabit x2 (plus a legacy $25/mo xFi Complete fee)
- TV: Ultimate TV 185+ Channels (plus a legacy $14/mo Cloud DVR fee + $14/mo Equipment rental)
- Add-ons: Max & Latino packages
What I’m Looking to Do: I would prefer to stay with Xfinity if we can cleanly migrate my services to the modern equivalent tiers (TV Premium and Gigabit x2). This needs to permanently remove those individual legacy fee codes by moving to your current standard where the gateway, unlimited data, and Cloud DVR are included in the core tier costs at $0/mo. I’d also like to keep my Max and Latino add-ons, and see what competitive promos or 5 year price locks can be applied to that new, corrected baseline to make staying competitive with fiber.
Thank you.