Visitor

 • 

1 Message

Friday, May 30th, 2025

Xfinity Mobile Contract Buyout

I recently switched to Xfinity Mobile from Verizon because the representative told me that Xfinity would cover the full cost of my Verizon contract with no action needed on my end. This along with $0 a month for a year was a very attractive offer that turned out too good to be true. I was surprised weeks later to get a bill from Verizon (~$750) as I was told Xfinity would take care of everything. After calling customer service I was told they would send me a mobile gift card to cover the full cost in 7-10 business days. When I didn't receive the gift card I called back again, only this time I was told I had to submit an actual bill from Verizon. After I then submitted the Verizon bill through the appropriate channels with Xfinity, which was hard to obtain because my account was closed due to moving to Xfinity, my submission for reimbursement was denied due to exceeding the 30-day threshold. I feel like I was lied to by the Xfinity rep that sold me the mobile service and strung along until after the 30-day period so I wouldn't receive the reimbursement I was promised. Every time I call customer service, I'm either hung up on or transferred to the Rewards & Promotions number which is just an automated system. As a lifelong Xfinity customer this may be the final straw to move both my cable and mobile service. This also feels like an unfair and deceptive business practice.

Oldest First
Selected Oldest First

Official Employee

 • 

1.4K Messages

3 months ago

Hey there, user_qd0xyv! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with moving your services over to the Xfinity Mobile services, that is certainly not what we want for our customers. I would be happy to look into the details, and submit a ticket on your behalf. Can you please send us a DM to get started? 

Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

 

Visitor

 • 

2 Messages

Same problem here! I called a few days after activating my phone asking when I would get the email to do this. They told me I did not need to do anything and the card would be sent. Here we are weeks later and guess what! I was told this time to go to a link so I did and to my surprise it has a 30 day cutoff! I am 35 days in now and looks like I am going to be cheated out of my buyout!!! If this is the case I will be cancelling and closing my account and will fight this. This is wrong and I hope you correct this!! I am going to submit it anyways but it looks like I will be denied and I am beyond upset right now. I left verizon due to poor customer service and this is not a good start!

Official Employee

 • 

3.6K Messages

@bta85 I am sorry for how your experience has been. I see that you have sent a message. Please remember, the best communities have most conversations happening in the public boards. This helps to ensure that our users get the fastest most accurate response possible provided by other user or our Official Employees. This also serves to benefit other users who may have a similar question. When interacting with an employee we will always try to keep as much of the conversation in that public thread but know we may ask you for a private message if we need to discuss your account-specific details. To help maintain our forum design, we ask that you never send unsolicited/unwanted private messages to any employee or user in these forums unless specifically asked to do so. 

 

I am happy to hear that you were able to submit your last statement via the link in the email. Did you get a response back?

(edited)

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

Visitor

 • 

2 Messages

3 months ago

Yes me too! Were they able to help you. I am worried cause I cant afford to pay this without the prepaid card and now I am in a really difficult situation as well.

Visitor

 • 

2 Messages

28 days ago

This is the worse customer service I have experienced in my lifetime with a cell carrier. 

Official Employee

 • 

2.5K Messages

 

user_15ici5 We appreciate you reaching out to us over our Community Forums. We would be more than happy to help get you pointed in the right direction. Please provide a summary of your issue, so the Community can have an understanding of your concerns. 

 

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

Visitor

 • 

2 Messages

@XfinityMartyR​ I’m attempting to submit my final Verizon bill to claim the $500 contract buyout offer as part of my recent switch to Xfinity Mobile. However, the link provided for uploading the bill — https://mobiletimetoswitch.xfinity.com — is currently broken and returns a “Bad Request” error.

Please provide me with an updated and functional link or alternative method for submitting my Verizon bill so I can complete the reimbursement process. I’d appreciate your prompt assistance in resolving this issue.

Official Employee

 • 

2.5K Messages

 

user_15ici5 Thank you for the additional information about your concerns. That is the correct link for reimbursement registration, and here is an alternative link: https://www.xfinity.com/mobiletimetoswitch
 
I would recommend clearing your cache and cookies in your web browser. Also, you might try using a private browser, or incognito mode.
 
If you're still having issues, contact the Incentive Team directly at: https://mobiletimetoswitch.xfinity.com/#/contact
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

Visitor

 • 

1 Message

14 days ago

After reading through all the complaints on this thread about the buy out process and knowing there are plenty more people who have experienced the same issues, including myself, it the VERY CLEAR that this is a predatory practice that Xfinity sales department, customer service reps and supervisors all participate in. It’s incredibly unethical to intentionally and negligently deceive consumers and I would highly recommend and encourage potential customers to stay away from doing business with Xfinity. It cost me $960 to Verizon and hours to repeating my experiences to multiple reps and supervisors at Xfinity. All I got was multiple apologies that do absolutely nothing to solve the $960 bill I Incurred for being lied to. Buyer beware you will be lied to and yes the calls are recorded and Xfinity DOES NOT CARE OR TAKE RESPONSIBILITY TO FIX THEIR MISTAKES!

Official Employee

 • 

1.9K Messages

Thank you for sharing these details and I am sorry to read this has been your experience. We would love to help further, may I please ask that you send us a direct message with your full name and service address to get started. 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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
  • 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

Visitor

 • 

1 Message

4 hours ago

Omgeee im in the same situation.   I switched with xfinity to help pay off my son's phone.  It's been 90 days and still don't have nothing.  I sent bill and then all I got was an 2 different submission numbers that say check back in 2 weeks.  I chatted with a rep n was told I would have within 7 days from jun 29th.  We'll its now September.  I'm stuck with a $449 device bill that i was lied to by several reps. [Edited: Language]

(edited)

Official Employee

 • 

2.3K Messages

 

user_f4ecic I am so sorry to hear that you are in this situation. It sounds incredibly frustrating to have waited so long for the promised support, especially after you were given multiple different timelines. I can only imagine how stressful it is to be stuck with a bill that you were told would be taken care of.

I would be happy to look into this for you. Please send me a direct message with your full name and service address, and I will do my best to figure out what's going on and get this resolved for you.

 

To send a "Direct 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.
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
forum icon

New to the Community?

Start Here