Xfinity Mobile promotion removed following interstate move and service transfer

Hello,

I am requesting assistance with an Xfinity Mobile promotion that was removed from my account effective September 1 after an interstate move from Illinois to Massachusetts and the resulting transfer of my Xfinity Internet service to my new address.

I signed up for Xfinity Mobile only approximately six weeks ago, with a promotion providing my first Mobile Select line for $0/month for 12 months. I have remained an Xfinity Internet and Xfinity Mobile customer throughout the move; I did not cancel my service in order to sign up again or attempt to obtain a second promotion.

I was informed today that the promotion was removed because my move required my Xfinity Internet service to be transferred from my Illinois address to my new Massachusetts address. I was also told that my service at the new address is eligible for the $0/month-for-12-months mobile offer, but that the system will not apply it to my existing mobile line because my current phone number and device are already associated with Xfinity. I was told that I would need to obtain a new phone number in order to receive the promotion.

I do not think it is reasonable that an interstate move should require me to give up my existing phone number simply to retain the promotional benefit I had already received when I became an Xfinity Mobile customer only six weeks ago.

To be clear, I am not asking for a new 12-month promotional period or for the promotional clock to restart. I am simply asking Xfinity to honor the approximately 10.5 months remaining on my original 12-month promotion.

The representative assisting me today told me that the matter has now been referred to Billing/Finance for review. I am contacting Xfinity Support in writing as well so that there is a documented record of my request and to ensure that the appropriate team reviews the circumstances.

If a system limitation prevents the original promotion from technically being reapplied to my existing mobile line following the interstate service transfer, I would be very happy with equivalent monthly billing credits for the remainder of my original promotional period.

I would appreciate your reviewing my account history and helping resolve this without requiring me to change my phone number or establish an unnecessary new mobile line.

Thank you very much for your assistance.