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user_fxr6uj
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2 Messages

Wednesday, July 30th, 2025 1:22 PM

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promotion cancelled

  1. About one and a half months ago, I registered for your service. I was told the internet service would be charged, and the mobile line would be free under promotion, provided I activated it within 30 days.

  2. Despite efforts by multiple agents, I was unable to activate the mobile line. They escalated the issue and opened a support ticket.

  3. After 30 days passed without activation, I was informed that the promotion had been canceled. The mobile line was then canceled by your team.

  4. A different agent later told me they had re‑applied the same promotion and indicated the mobile line was active and visible on my account.

  5. The following day I chatted again with another agent who claimed the promotion could be applied, but after more than two hours of chat, no resolution was reached.

  6. That evening, another agent stated that the promotion could not be re‑applied and claimed the previous agents had provided incorrect information.

  7. Later still, I was told by your internet team that the mobile line was active and the promotion was showing on my account — only for me to hear the next day that you currently claim no mobile line exists.

Throughout this ordeal, I have spent over 10 hours in total communicating via chat and phone, receiving different and contradictory explanations each time. I have heard nothing substantive aside from repetitive apologies and reassurances (“I’m sorry, I understand, please wait, thanks for your patience… etc.”) — but no real action or resolution.

Impact on Me:

  • Wasted significant personal time (~10 hours)

  • Confusion due to inconsistent information from multiple agents

  • Lost access to the promised promotional benefit and mobile service

Requested Resolution:

  • Immediate activation of the mobile line with the original promotion that was promised at signup

  • A detailed explanation of why your agents have provided conflicting answers, and what steps will be taken to prevent this in the future

Question

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Updated 

8 months ago

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XfinitySara

Official Employee

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2.5K Messages

9 months ago

Hey there, @user_fxr6uj! Thank you for taking the time to visit our community forum and for providing these details surrounding your recent experience. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! We're awesome to work with because we are not only experts in all areas of your account, we have ways to escalate concerns such as these when necessary. And since we'll need to take a closer look at the account history as well as any prior tickets, let's have you message us directly. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_fxr6uj

Visitor

 • 

2 Messages

Tonight, someone from your company called me and asked if I was available to activate my mobile line. She guided me through the steps, but the transfer kept processing indefinitely, so she connected me to another department. I was then kept on the line for 1.5 hours, and despite the wait, they were unable to activate my line. They told me I would receive a call back. Fifteen minutes later, I lost all signal on my phone. Mint Mobile had canceled my account, which clearly means my port-out request was processed. But that doesn’t make sense—Xfinity never completed the port-in request. I contacted your chat support team—honestly, it doesn’t matter what I call them at this point, because I spent another 3 hours dealing with people who sent a text message to a deactivated line. That alone says everything about their competence. In total, I wasted over 5 hours today. Your company stole not just my time but a full evening of my life. And because of your team's gross negligence, I currently have no working mobile line. I'm 37 years old, and I moved to the U.S. from overseas. I’ve worked with hundreds of companies over the years, and I can honestly say I have never encountered such incompetence and lack of accountability. Xfinity has been the worst experience I’ve had with any company—ever. And no, I’m not exaggerating.

To anyone reading this:

  1. Never, ever work with Xfinity. I can give you dozens of valid reasons why. Save yourself the trouble.

  2. If you already use Xfinity, do yourself a favor:
     Never speak with their chat agents.
     Actually, don’t even bother calling them.
     They will do absolutely nothing except waste your time.

 

8 months ago

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