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papawow
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5 Messages

Monday, April 28th, 2025

Promised a free Xfinity mobile line for 12 months with Xfinity Internet, but keep getting charged and agents can't help me.

I signed up for an XFINITY promotion that stated if I have an internet plan of 300 Mbps or higher, I would qualify for 12 months of free XFINITY Mobile service. My internet plan exceeds 300 Mbps, so I took the offer and even purchased a new phone through XFINITY Mobile. However, my first bill now shows a charge of $65, when I was told it should only be $25 for activation.

I contacted an XFINITY agent via chat, who assured me the issue was fixed, but the incorrect charge remains. I need this resolved before I am billed $65 instead of the promised amount. Please review my account and ensure the promotional offer is correctly applied.

Thank you.

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16 days ago

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XfinityQuemekia

Official Employee

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474 Messages

4 months ago

Hello @papawow Thank you for reaching out to us here on our Xfinity Community Forums.

We are sorry to hear about the problems you're having with your Xfinity mobile bill. I'd be happy to take a closer look to provide you with more information.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

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user_8f4xt1

Visitor

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2 Messages

4 months ago

Same issue here. I received a free phone and even used it. I just checked that Xfinity mobile will be charged around $78 starting next cycle.

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XfinityChristy

Official Employee

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2.3K Messages

 

user_8f4xt1 Hello, and thank you for reaching out via our Xfinity Community Forums. That sounds incredibly frustrating! I can understand how upsetting it would be to sign up for a promotion and not see it. Please know I'm here to help get this straightened out for you. I'd be happy to review your account details and the specifics of the promotion you signed up for. I want to make sure that your billing reflects that deal. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 months ago

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user_8f4xt1

Visitor

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2 Messages

Same issue here. Were you able to get help or refund?

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2 months ago

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XfinityRoberto

Official Employee

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1.9K Messages

Hi there and welcome to Comcast @user_8f4xt1. Thank you so much for reaching out to us here on our Community Forum's page. Can you please provide us with more details on your recent experience and concerns regarding your account. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 months ago

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user_ey4bij

Visitor

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1 Message

2 months ago

I got the same issue here. I signed up to XFINITY mobile plan that was advertised as being free for one year and I was billed $67.82 as of today.

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XfinityDena

Official Employee

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3.5K Messages

@user_ey4bij I am sorry to hear you have been charged. Are you paying for a phone or did you bring your own device?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

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user_asr2ss

Visitor

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1 Message

28 days ago

Funny, just got the free line and its showing 40 a month. So, how is that free? Seeing all responses above, no thank you

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XfinityEmilyB

Official Employee

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2.3K Messages

 

user_asr2ss Welcome to our community forum! Thank you for reaching out so we can make sure you are being charged accurately for your new Mobile Service. Did you bring your own device to use, or are you paying monthly towards a new phone? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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28 days ago

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user_n08s4v

Visitor

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1 Message

16 days ago

Same issue here. Have you resolved it?

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XfinityJustinM

Official Employee

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250 Messages

Hi @user_n08s4v , we have offered a few different promotions that include the free mobile line. Some of these promotions apply the free mobile line immediately, and others it can take up to 2 billing cycles. I can certainly take a closer look at your account to make sure the promotion has been correctly applied. To get started, please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

16 days ago

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