3 Messages
Is Xfinity Mobile Activation Required for My 5-Year Internet Price Guarantee?
Hi Xfinity team,
I contacted customer support about renewing my internet plan. My current rate is approximately $41.58/month, and I was told it would increase to $71.58/month next month.
The representative offered me 300 Mbps internet with unlimited data, no contract, and a 5-year price guarantee for $56.58/month, including an Xfinity Mobile line for one year. However, I was told that I must activate the mobile line and that my existing phone number would be transferred from T-Mobile.
I only want home internet and do not want to switch my mobile service. Yet, other Xfinity representatives have stated on this official forum that the 5-year internet price guarantee does not require Xfinity Mobile enrollment:
https://forums.xfinity.com/conversations/customer-service/xfinity-store-branded-partner-lied-and-said-i-needed-to-sign-up-for-a-mobile-line-if-i-wanted-internet-5-year-price-guarantee/6a975c2fa40341d314084c92
Could an official representative clarify the following for my specific offer?
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Is mobile activation required to receive my quoted internet rate and 5-year price guarantee?
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If I decline Xfinity Mobile entirely, can I still get the same internet plan at the same price and with the same guarantee?
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Why was I told that activation and transferring my existing phone number were mandatory?
I would appreciate a clear answer based on the specific offer on my account.
Thank you.
XfinityMelinda
Official Employee
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439 Messages
3 hours ago
Hello @0Christie0, and thank you for reaching out to us on our Community Forum. I understand wanting clarification on the offer you were provided and whether Xfinity Mobile is required. You’ve come to the right place for help!
When signing up for our 5-year price guarantee, Xfinity Mobile may be quoted as an additional offer, but it is not a requirement for the 5-year internet plan itself. Customers signing up for at least 300 Mbps internet may also qualify for an offer that includes an Unlimited Xfinity Mobile line for one year.
Your order summary will detail the services being added or changed, including any Xfinity Mobile offer. If you’d like us to review your specific account and order to make sure everything is set up as expected, please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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