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user_27c762
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Friday, November 7th, 2025 7:43 PM

Signed up for Xfinity internet 500mbps with the promised free Xfinity mobile line - not getting it

I signed up for Xfinity internet 500mpbs line a month ago along with the stated promised promotion of the free Xfinity mobile line.  This deal was also then shown on my account.  This deal was also e-mailed to me multiple times after signing up for the internet, explicitly reminding me to sign up for the free line before the deal expires at the end of year.  Also I had Xfinity mobile for 1 year or so, two years ago ending in 2023.  

I just signed for the Xfinity mobile line and even chatted with the agent who prepared the transaction and assured me that the line would be free.  Well now, a week later or so, I'm being presented with the bill and the representative stated that this would be a second line???!!!! and thus I'm not eligible for free Xfinity mobile line.  What is this?!!  

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21 days ago

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XfinityAmira

Official Employee

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4.5K Messages

30 days ago

Hi user_27c762! Thanks for visiting our Xfinity Forum. We appreciate you choosing Xfinity as your provider and my team is here to support you. I know you stated you had an Xfinity Mobile account previously that ended in 2023. To confirm, did you have an active Xfinity Mobile account when you signed up for the new internet promotion? 

 

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user_27c762

Visitor

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5 Messages

@XfinityAmira​ Hi.  I'm not sure what do you mean by "active Xfinity Mobile" account.  The last previous payment for the Xfinity mobile service on that account was on Dec 22, 2023.  Since then, we have not had any Xfinity mobile service on any of our phones.  

(edited)

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29 days ago

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XfinityEricB

Official Employee

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2.8K Messages

 

user_27c762 Let's take a look at the account status current for the mobile to see how many lines I can find. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

 

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29 days ago

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user_27c762

Visitor

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5 Messages

@XfinityEricB​ Hello.  I sent a message per your directions with my name and address.  Thank you!

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27 days ago

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user_27c762

Visitor

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5 Messages

Thank you for referring me.  However, to this day, there is no resolution to my issue.  Instead it's been a week and I'm given a runaround yet again that my issue has to be referred from the corporate support to some other department which will take some unknown amount of time to resolve to be determined if I'm eligible or not.  

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21 days ago

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