Visitor
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Assistance Requested: Unresolved Xfinity Mobile Trade-in Promotion
Hello,
I am requesting assistance with a promotional trade-in offer for my Xfinity Mobile account. On 06/21/2026, I initiated a trade-in and upgrade process for two mobile devices. The first phone was processed successfully with the promised promotional deal; however, when the agent attempted to process the exact same deal for the second device, the system encountered a technical error.
I explicitly confirmed with the agent multiple times that I would be keeping my current service plan, and the agent verified that this would allow me to qualify for the promotion. The agent informed me they were receiving a technical error and instructed me to contact support again in a few hours, assuring me that the deal would be honored.
When I followed up, I was not given the same deal, and I have since attempted to resolve this via online chat, phone, and in-store, but have been unable to reach an agent with the authority to honor this commitment. I have a full chat transcript and screenshots documenting this agreement and the agent’s instructions. I would like a member of the Digital Care Team to review my provided documentation and apply the promised trade-in credit to the second device on my account.
XfinityRay
Official Employee
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4K Messages
5 hours ago
Hi there, @user_408pys! I am sorry to hear that you are not seeing the promotion for the 2nd trade in. We appreciate that you reached out to us here and are glad to look further into this with you. I do know a lot of the trade-in deals recently require the Mobile Plus data plan so wonder if that caused this concern. We will get to the bottom of this!
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