Visitor

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2 Messages

Monday, February 2nd, 2026 3:21 PM

Xfinity "Branded Partner" Telling me if I decline the free mobile line my 5 year price will be $60/more per month. Is that true?

Right now Xfinity has a promotion for internet. (https://forums.xfinity.com/conversations/announcements/what-to-know-about-the-new-5-year-price-guarantee/684b3bc477fc803178153c7e) Price lock if $50/mo for 5 years. I signed up online and declined the free mobile unlimited line.  I declined because I have a phone service I'm happy with and I didn't want to have to worry about cancelling before trial period was up. It didn't change the final prices I saw. I was emailed a confirmation saying my first bill would be $51.28 per month:

Xfinity Internet Plan

  • Internet: 1 Gig
    Download up to 1000 Mbps / Upload up to 35 Mbps
    $110.00 / month

  • Unlimited Data: Included

  • Peacock Premium: Included for 2 years (activation required within 90 days)

  • Xfinity WiFi Gateway: Included

Discounts

  • Autopay & Paperless Billing: –$10.00 / month

  • 5-Year Price Guarantee: –$50.00 / month

Taxes & Fees

  • Estimated taxes & government fees: $1.28 / month

One-Time Charges

  • Getting Started Kit (Xfinity Store pickup): $0

Estimated Monthly Total

  • $51.28 / month
    (excludes one-time charges)

I went to the Vancouver WA Xfinity on hazel Dell to pick up my modem and the sales rep (Christeen) there tried to push the mobile line on me and claimed that if I didn't take the mobile line the price of Internet would increase to $110. I showed her my order confirmation. She said look at the fine print. I did and didn't see anything that corroborated what she was saying. I read the fine print to her aloud:

"
You are eligible to receive an included Xfinity Mobile Unlimited line for $0.00 for 1 year. To claim this included line, you must purchase Xfinity Mobile within 90 days, and the Unlimited line must be activated within 1 year of purchase of Xfinity Mobile. To continue receiving the included line discount, you must keep Xfinity Mobile with an unlimited plan and 300 Xfinity Internet service or a higher tier of Xfinity Internet for 1 year. If you change all Xfinity Mobile lines to By the Gig, or cancel Xfinity Internet, or change Xfinity Internet to a tier below 300, you will no longer receive the included line discount."

This says if I don't keep the internet, I will lose the discount for the mobile phone. It doesn't say if I don't keep the mobile phone, I will lose the discount for the internet. I explained that to her. 

Her manager agreed with what she was saying (lose the mobile phone, internet price increases to $110/mo). . As I was leaving she (blonde haired lady) said "Did you tell him that his price is going to increase if he doesn't take the mobile line?" 

Who is correct?

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Official Employee

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2.1K Messages

1 day ago

Hello, @bobafett45 thanks for sharing this experience with us. The order agreement you are looking at is accurate. Xfinity Mobile and Xfinity residential services are separate promotions. So, you can sign up for the GIG service deal for 5 years without Mobile and this will not impact your internet price at all. 

Visitor

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2 Messages

@XfinityJosephA​ Thanks for responding. It looks like I'm not the only one who has had this experience at Xfinity "Branded Partner" stores in the area. Someone else had an almost identical experiencec at the Weidler St "Branded Partner" store in Portland. https://maps.app.goo.gl/z3VozY8YzNBtqydP6

These stores are clearly doing this intentionally. How can we escalate this? These stores are lying to customers.

Official Employee

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871 Messages

Hello @bobafett45, We take concerns like this seriously, and I appreciate you bringing it to our attention. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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