Discount on New iPhone17 Not Given

I purchased a new iPhone 17 from Xfinity which was ordered via an Xfinty store chat assistant with a discount of $400 paid as a monthly bill credit over 24 months. Xfinity's offer conditions on their webpage state:

"Offer ends 10/9/25. Requires qualifying phone trade-in, and purchase of any new eligible Apple phone while supplies last, a 24-month Xfinity Mobile Device Payment Plan Agreement (“Device Agreement”), and 1) activation of new Xfinity Mobile Premium Unlimited line within 30 days of phone purchase date or 2) phone upgrade on an existing Xfinity Mobile Premium Unlimited line and activation of phone on that line within 15 days of order."

So, I ordered the phone and upgraded to Premium Unlimited complying with all the offer conditions, but somehow the discount has disappeared. I've had 4 customer service chat sessions and spoken on he phone to six different individuals with the last one indicating someone from an escalation team would contact me, but that didn’t happen. It very straightforward and should be easy to resolve, but I just get the run around and bounced from one person to the next and get nowhere.

Is anyone else having this issue? If so, how did you get it resolved?

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XfinityOrlandoM

Official Employee

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2.7K Messages

1 month ago

@mmeastbay

Thanks for reaching out to us we do apologize for any inconvenience. To clarify did you already place your order for the upgrade on the iPhone 17? Or are you saying now when you go to make the purchase your not seeing the offer for $400.00 off for the Iphone?

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mmeastbay

Regular Visitor

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9 Messages

https://www.xfinity.com/mobile/shop/phone/iphone-17-pro-max?colorName=Cosmic%20Orange

The offer is still clearly there on Xfnity's webpage. If you make the selections to upgrade an existing phone line and have no trade in, it clearly shows the $400 discount and what the monthly phone payments would be with and without the discount applied over 24 months. (See screenshot.).

I ordered the new phone and upgraded to Unlimited Premium at the same time, and the phone was received and activated. But, when I look online at my bill for the current period, the full amount is being charged and there is no discount. Customer service says there was no discount on the phone with no explanation as to why. The conditions also say you have within 15 days of the order to upgrade the phone line and activate the phone. Today is day 14, and I've met those conditions, yet there still is no discount.

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1 month ago

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XfinityAirelle

Official Employee

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3K Messages

mmeastbay Our team would be happy to look into this for you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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1 month ago

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Will_V

Visitor

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1 Message

I have the same issue. In store they offered to me when setting up my new plans coming from tmobile, but after 3 hours backed out of it and said "it just wont work". ive been on the phone with 5 different agents with no luck, and no real answer as to why.

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1 month ago

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XfinityQuemekia

Official Employee

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717 Messages

Hello @Will_V sorry to hear about your trouble. Are you still needing assistance?

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

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user_cta9gc

Visitor

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2 Messages

19 days ago

Any resolution? I’ve called several times and keep being told it will come off - but it hasn’t. And am about to pay second monthly payment…

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XfinityBenny

Official Employee

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1.2K Messages

@user_cta9gc Thanks for adding to the post. Can you explain in detail what will come off and hasn't?

I am an Official Xfinity Employee.
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19 days ago

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user_cta9gc

Visitor

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2 Messages

I did the same as OP, as existing mobile customer, I upgraded to Premium Unlimited…no trade in…and should have gotten $400 off over the monthly payments. I’ve chatted with numerous Xfinity reps and am always told, it will come off - wait 14 days, or wait 30 days. One rep said they adjusted it, it will show in next cycle. But I see they just credited me $17 on my last bill because my next bill shows full cost again. It’s SO frustrating!!

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18 days ago

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XfinityShawn

Official Employee

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2K Messages

user_cta9gc We can further help you on our end today.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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18 days ago

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user_nhsggx

Visitor

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1 Message

4 hours ago

I had a very similar issue. I was told to trade in my iPhone 15 pro and upgrade to a premium plan to receive a new iPhone 17air for free. After not getting any email confirming my trade in I went to a different Xfinity store only to be told the first store was incorrect and I will only receive a $300 credit.

I would have never traded in a perfectly good phone for $300. Does any care at Xfinity? I don’t think so. I was basically told this is my problem. Buyer beware!!!

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XfinitySeth

Official Employee

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622 Messages

This is far from the Xfinity Mobile experience we want you to have user_nhsggx, and we'd be happy to help look into this for you however we could! Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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4 hours ago

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Billing

mmeastbay

Discount on New iPhone17 Not Given

XfinityOrlandoM

mmeastbay

XfinityAirelle

Will_V

XfinityQuemekia

user_cta9gc

XfinityBenny

user_cta9gc

XfinityShawn

user_nhsggx

XfinitySeth

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