Visitor
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4 Messages
Request for executive review, ongoing mobile service problems and remaining device credits
I have four Xfinity Mobile lines and have experienced ongoing dropped calls, incoming calls that never reach my phone, weak coverage, and unreliable data, particularly around Langhorne and Yardley, Pennsylvania.
I want to move my mobile lines to another provider while keeping my Xfinity internet. However, switching would mean losing approximately $2,032.30 in remaining device promotional credits, based on my last bill review.
I am requesting an executive review to consider applying those remaining credits toward my device balances, or providing an equivalent adjustment, so I can pay the remaining balance and switch providers.
I understand the credits normally apply monthly. I’m requesting an exception because the unreliable service is the reason I need to leave.
Can an official Xfinity employee help escalate this and provide a case number? I can share my account details and supporting documents privately.
EG
Expert
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121.6K Messages
3 hours ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMatthew
Official Employee
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2.3K Messages
3 hours ago
Hello @user_lreqkr When cancelling a device that is on a device promo receiving credits you've received on that device from monthly payments already made will be removed from the devices total balance remaining each month. Any leftover future credits for the devices are forfeited and can pay whatever device balance is leftover to unlock the phones and switch providers.
We cannot take any future credits and apply them to the devices as those promos require you keep the service for the 36-month payoff period to qualify for the promo credits. If you'd like us to look at what would be required from you to switch the service we'd be happy to look at the account.
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