Notes

FAQs
Why do rate adjustments occur?
No one likes price increases. While we try to hold down costs, rate changes are necessary for several reasons, including continually increasing costs of programming and our ongoing investments in network upgrades, cutting-edge technologies, and enhanced products and services.

I lost my job a few weeks ago and my family is having trouble paying our bills. Is there anything cheaper?
I’d be happy to look at what services you currently have and see if we can find something that better fits your needs. We have many different options to fit all budget levels, and I’m sure I can help find you something you’re more comfortable with. Which products do you currently enjoy the most?

I just signed up for Xfinity services with a promotion - will my rates go up?
If you signed up for a promotional offer, you won't see an increase in the base price of those services until your promotion ends. Equipment charges, installation charges, taxes and fees, including regulatory recovery fees, the Broadcast TV Fee, the Regional Sports Network Fee, and other applicable charges are subject to change and could alter the total amount during and after the promotion.

Why is the Broadcast TV Fee going up again this year?
The costs associated with carriage of broadcast stations, including the amounts that we pay to broadcast stations to be able to deliver their programming to you, continue to increase. The Broadcast TV Fee is based on the increasing costs of providing this programming.

Why is the Broadcast TV Fee increase so large this year?
The increase is due to the large increase in what we pay to a number of broadcasters to continue to carry their stations.

Why is the Regional Sports Network Fee going up again this year? Didn’t you just provide refunds?
In 2021, Comcast received adjustments from certain regional sports networks for certain games that weren't played due to the COVID-19 pandemic. Should Comcast receive additional refunds from Regional Sports Networks in the future, we're committed to offering customers adjustments of 100% of what’s received. The increase in the Regional Sports Network Fee for 2023 reflects increasing charges to Comcast from regional sports networks.

Aren’t all the fees you charge (Broadcast TV Fee, Regional Sports Network Fee) just ways you hide price increases?
Not at all. The costs we incur from broadcast stations and regional sports networks to deliver their programming to you continue to increase significantly. The Broadcast TV and Regional Sports Network Fees are based on the overall cost of providing broadcast and regional sports programming. These costs include the fees that broadcast stations and regional sports networks charge us to carry them on our cable systems, which are one of the fastest growing components of our programming costs. We believe that showing this detail in bills makes it easier to see what you’re paying for and lets us be more transparent about increases in your bill.

Why can’t I just pay for the channels I want? Why don’t you offer them à la carte?
Offering packages of channels to our customers, rather than offering channels on an a la carte basis, provides both the widest variety of content and the best value.

You just removed some channels, and now you’re raising my bill?
We sometimes need to add, remove or change specific channels for a variety of reasons, including customer viewership and programming costs.

We pay programmers, like networks, local TV station owners and others, for the ability to bring their programming to you. We regularly review our programming and sometimes make changes to ensure we're offering a wide variety of programming at the best value.

Isn’t programming the real reason prices are increasing?
It's true, programming costs continue to increase, and they’re the largest factor driving our increased prices. Programming is the number one cost for all cable providers, and is one of many factors that influence pricing, including investments in our network, technology, customer service and new product enhancements.

We continue to invest in cutting-edge technology to bring you the best service and the most exciting entertainment options in the industry. We’re giving customers more value than ever before.

Why are the costs of some video devices increasing?
We continue to expand the world of Xfinity X1 to connect you to all the best content and programming. The costs to develop technology and manufacture equipment change over time.

Why are the costs of certain standalone internet services increasing?
To deliver the fastest speeds and enhanced broadband functionality to the most homes in the country and continue to lead the way with the most Xfinity WiFi hotspots, Xfinity periodically adjusts prices to defray some of the costs of our ongoing investments in our network and technology.

Why are you changing pricing for primary outlet equipment and for additional outlets?
We’re making these changes to align pricing more closely in certain markets.

Are you increasing your internet prices to cover the cost of the free Internet Essentials service you provided during the pandemic?
No. That has nothing to do with the price change.

Why did (Hulu, Netflix, Disney+, Apple TV+) recently go up in price?
(Hulu, Netlix, Disney+, Apple TV+) is an independent service provider that determines their own rates. Their prices have gone up for all consumers, not just Xfinity customers.

Agent Note: You can send the Hulu App Frequently Asked Questions, Netflix FAQs, Disney+ on Xfinity X1 and Flex and Apple TV+ App onXfinity X1 and Flex articles to your customer.

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How We Might Respond
General Price Increase

"I'm glad you called us today, and I understand an increase in your bill is an unwelcome surprise. Don’t worry, I can help."
"As a customer myself, it's important for me to know when there are changes to my bill. Let's look at your bill together."
Service or Package Price Increase

“I know it’s concerning when prices change. There's been an increase to your monthly rate. Let’s talk about how you use your services to make sure you have the right package and features for you.”
Contract Price Increase

“We really appreciate you taking advantage of one of those great offers! The promotional price you accepted isn’t changing. Some charges that weren't part of the promotional price, like TV Boxes, the Broadcast TV Fee or Regional Sports Fee are increasing.”
"Thank you for being such a loyal customer. I see you're saving $XX.XX a month with your current package in a 24-month contract. From time to time, we may need to adjust fees that aren’t part of the contract."
Note: The Customer Approval script says: "Equipment, taxes and other charges are subject to change during your promotion or term contract."

Competitive Mention or a Request to Remove a Line of Business

“We appreciate your loyalty. Together we can find a package that fits your needs and budget, and you can avoid the hassle of switching to someone else.”
“I understand reevaluating your service needs. We have a lot of options. Do you mind if we talk about how your family or household is using the services?”
Frustration with Broadcast TV or Regional Sports Network Fee Increase

“I review my bills and if I have a question or concern, I call too. I’m glad you've reached me. We break out this fee to be more transparent about the cost of providing stations on our cable network."
“I know it’s concerning to see your bill increase. Costs to provide content continue to go up and our priority is to remain transparent, so we keep these fees separate.”
Doesn’t Watch Sports

“We offer a great selection of channels with your package including entertainment, news and regional sports networks. We strive to be transparent so there's no misunderstandings in how we charge. Let's talk about the channels you like.”
Works or Attends School from Home

“Many of us, including myself, are working from home, and we all need fast and reliable service. Do you mind if I ask how your speed is working for you?”
Unable to Pay or Repayment Plan

“This has been a difficult year for so many of our customers. We have options available to help our customers keep their services active.”
“I’m here to support anyone who needs help paying their bill. You’re not alone. Let's go over some of the options we have available for you.”