Not honoring agreement

Account number: [Edit: removed Personal information]

I received several e-mails offering a $30 per month 400 Mbps Wi-Fi plan. The last e-mail was on September 9, 2025. I went to the X-finity store in Boca Raton, FL, on September 10. The representative would not honor the offer, even though the e-mail offer was sent only one day earlier.

He offered me a $40 per month rate, but with a free Samong phone and me free year of service. I accepted, but I was told that I needed to come back to port my cell phone number.

I returned to the store on September 12. The representative would not honor the free cell phone and one-year service deal that was offered two days earlier. He stated that the cell phone plan would be $10 per month, billed in addition to the $40 Wi-Fi plan.

I ask that you honor the offer we discussed on the September 10, and give me the phone and free service for one year.

In fact when I log on to my X-finity account, I see this:

Don’t forget, your internet plan includes an Unlimited mobile line for 1 year

Claim your line

This is not the first time X-finity employers have been dishonest with me.

Please honor the September 10-agreement.

Thank you.

[Edited: removed personal information]

Responses

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XfinityAmandaB

Official Employee

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2.6K Messages

1 day ago

user_30izkx Thank you for stopping in for help with your Xfinity mobile free line offer. There are a few free line offers we have currently, most are with the Xfinity mobile Unlimited plan. You can always pick the Xfinity mobile Premium Unlimited plan that is $10.00 more, and you would just pay the difference. If your internet services are $40.00, and the mobile line is only an additional $10.00, it may just be on the wrong level of service, and all you would need to do is change that to have the line completely free if you have already placed your order. If not, you can click the claim your line link you provided to place the order on your own. You have 90 days from when your new promotion stated to claim your free line.

We can also help get the order placed for you, but the link will take you right where you need to be and should only take a few moments to complete your order.

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Again

Expert

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32.5K Messages

24 hours ago

@user_30izkx

Did you get anything in writing from the agent? Did the agent show you anything that said you would get a free Samsung phone and a free year of service? And "Unlimited" doesn't mean free.

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user_30izkx

Visitor

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4 Messages

No, I did not. The agent who offered me the free phone was at the store two days later and right there confirmed it again. She said she had an emergency and had to leave.

She explained to another employee about my initiation of Wi-Fi two days earlier and that she could not portal my cell phone number on that day because my Wi-Fi service had just been registered. The system would not work for the cell service on the same day.

The employee who took over would not honor what she had offered, even though he was aware of it.

The "Unlimited" phone offer only showed today when I logged on for the first time. You theoretically could have been correct that the offer was not for a free service, only unlimited (with payment).

However, according to Comcast, it indeed is an offer for a free phone and service if you purchase Wi-Fi of at least 300 Mbps.

I called and the offer, apparently (hopefully), was honored with my paying a shipping charge and -later- activation fee. See my second message.

This should have been honored at the store.

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22 hours ago

0

XfinityJeff

Official Employee

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132 Messages

Good morning @user_30izkx, I am sorry for all the issues with the free mobile line offer. Like my teammates have stated, there are two different unlimited data plans for Xfinity mobile, one that is $40 and one that is $50 and with the free line option, you can do either. The $40 is free with the free line offer and with the premium unlimited, the $50 plan, you just pay the difference. You have reached out to the right team that can take a look at the account and verify the plan you are on and the promo. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

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17 hours ago

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Customer Service

user_30izkx

Not honoring agreement

XfinityAmandaB

Again

user_30izkx

XfinityJeff

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