Regular Visitor
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9 Messages
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?
XfinityOrlandoM
Official Employee
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2.9K Messages
4 months 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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user_cta9gc
Visitor
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2 Messages
3 months 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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user_nhsggx
Visitor
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1 Message
2 months 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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user_eayzgv
Visitor
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1 Message
5 days ago
I have experienced a very similar situation with Xfinity Mobile regarding their failure to honor a promotional deal that they marketed. After numerous attempts to resolve this issue through customer service, each time being told that my concerns had been “escalated to corporate” and that I should expect a phone call within “14 business days,” I ultimately filed an FCC complaint two weeks ago. That escalation cycle began in October 2025, and it is now January 2026 without resolution.
Following the FCC complaint, a corporate representative from Xfinity Mobile did attempt to contact me; however, each call occurred during times when I was unavailable to answer. Each time I returned the call using the phone number provided, my call went directly to voicemail. As a result, despite repeated efforts on my part, meaningful communication and resolution have still not occurred. Also, I have been with Xfinity Mobile for a long time, like since they began offering mobile services.
Anthony
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