U

Visitor

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3 Messages

Wednesday, July 20th, 2022 4:51 PM

Closed

Lied to about xfinity mobile cost

Long story short, I was already irritated and dealing with xfinity issues and I live in an area where xfinity has a monopoly on internet fast enough for video games...

I was on a call/chat and the rep told me I could save money by singing up for xfinity mobile.  I was VERY explicit about not wanting to add to my bill.  The frustration was from trying to downgrade everything to save money already.  I was told the phone was free, I would save money and it sounded like it was just a mobile addition to what I had.  I have land line, minimal tv, and high level internet.  We received the phone and followed the instructions.  

I was unaware that billing would be separate and from a separate internet account.  I was under the impression that I was just going to save money.  

Come to find out I am saving $10 in internet but spending $33 on mobile.  The mobile xfinity is charging me $17.91 for the free device and $15 a month for 1GB of data and unlimited talk and text.  I was unaware of this for a month because they send the bill to my comcast email.... which I have never used.  Xfinity wifi sends my bill to a private account, why would they sign me up to be billed at an email that they know I don't use?  

I have mint mobile on 4 cell phones and pay $15 a month per phone for 4 GB.... we don't use data that much.  We also buy cheap Moto phones.  Now, my 12yr old has a new iphone SE (I am not an apple person) that costs $400 and been using extra data (over the 1GB, because I was unaware) and spending $200 a month.  

I can take care of the data usage but even then, I am spending $23 above what I wanted.  

I have talked on the phone to both wifi and mobile companies and they refuse to help me.  I can cancel the service but still owe $358 (or $17.91 monthly) for a [Edited: "Language"] phone.

READ THE FINE PRINT and never get so frustrated that you just say, "fine, as long as it doesn't add anything to my bill."

Official Employee

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1.5K Messages

3 years ago

Hello @user_24A4T5, we appreciate you reaching out to our Digital Care Team. That's certainly not the experience we want you to have. Our Mobile team is apart from our Xfinity residential services. You can reach out to our Xfinity Mobile team through the following options to discuss your account further. 

 

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
Chat: https://comca.st/3aT2cbh

Visitor

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3 Messages

@XfinityGabby​ I spent 3 hours on the phone with them... I was given a $100 credit.  So my FREE phone is now only costing me $300.  Sounds like I need to contact a lawyer.

Contributor

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33 Messages

Looks like they gave you the Iphone SE 3rd generation.  it's not free.  your info of 17.91 a month  matches with their website. If you chosen the free phone promo, then they will credit that monthly cost toward the phone.  

The person that sign you up made a boo boo.    This is why I won't activate new accounts through customer service phone. I rather go to the store in person.  Too many mistakes with customer service through adding additional services.

You can put your son on the unlimited plan for the iphone. IF you keep it by the gig, it's more expensive if he goes pass 1 gig . You can change to unlimited on your mobile online account.  They keep mobile and internet bill separate.  

Another customer was by the gig too.  He used 200 gig or something like that. The bill would be over 200 bucks. He went to the account and change it to unlimited instead of by the gig.  The month bill drops to 45 a month or less rather than paying over 200 for that month.   xfinity lets you change the plan on the phone for flexibility.  

If you port all your phone from mint mobile. It would be better. And you can get free phone or  $200 bucks rebate per phone if you use same phone you have if it's compatible.  That's the current promo.

Looks like they gave you wrong info when they told you that you get free phone. they should of told you if the iphone was free. some phones were not free.

Visitor

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1 Message

2 years ago

I can see it is common to a lot of people. I got to the same situation and the representative agreed on that I am scared and escalate for me but I never heard back of anything.[Edited: "Solicitation"]

(edited)

Official Employee

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1.4K Messages

@user_e82127. I recommend calling back to get help or try the assistant support. https://www.xfinity.com/mobile/support  If you talk to agents on both of those options and don't get results, let us know. 

(edited)

I no longer work for Comcast.

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