Is there a way to help with this?

Subject: Request to match new-customer iPhone 18 Pro promotion on my existing line

Hello,

I recently switched my mobile service to Xfinity Mobile from Verizon. At the time I activated my line, I intentionally did not trade in my iPhone 14 Pro 256GB or purchase a new phone immediately. I wanted to first confirm that Xfinity’s coverage, call quality, and data service were reliable in the areas where I live, work, and spend time.

After using the service for several days, I have been very pleased with the coverage and performance. Because of that positive experience, I now want to remain with Xfinity Mobile long term and purchase a new iPhone 18 Pro, 512GB, in Glacier, with my iPhone 14 Pro 256GB as a trade-in.

I understand that, had I purchased the phone on the day I activated service, I would have qualified for the new-line promotion and paid approximately $13.05 per month for 36 months after the trade-in credit. Because I waited until I had confirmed the service met my needs, I am now being quoted approximately $24.99 per month for 36 months for the same phone and trade-in.

My only reason for waiting was to avoid committing to a new carrier and a 36-month device agreement before verifying that the service would work well for me. I was not trying to delay or avoid the promotion; I was being a careful new customer. Now that I have confirmed I am satisfied and intend to stay with Xfinity, I respectfully request that you apply the same promotional pricing—$13.05 per month for 36 months—to my iPhone 18 Pro 512GB purchase with the iPhone 14 Pro 256GB trade-in.

I am prepared to:

• Purchase the iPhone 18 Pro 512GB Glacier on a 36-month device payment plan;

• Trade in my eligible iPhone 14 Pro 256GB;

• Keep my Xfinity Mobile service active and in good standing for the full promotional credit period;

• Accept any standard eligibility requirements for the promotion.

Could you please review my account and let me know whether a supervisor, retention specialist, or promotional exception can apply the new-customer promotional rate to this upgrade? I would greatly appreciate the opportunity to remain a satisfied Xfinity Mobile customer while receiving the same offer I would have received had I purchased the phone on day one.

Can a retention or loyalty exception be applied, or is there a current upgrade promotion that can be matched to the $13.05 monthly amount?

Thank you for your time and consideration.

Sincerely,

Mark