2 Messages
Xfinity Mobile did not honor the Internet Service offer of one year of free cell phone service
I recently signed up for a 600Mbps year long contract and also selected the available offer of one year of cell phone service. I filled out all the requested data online and was told an ESIM would be used to activate my phone. I received a "We Received Your Order" email from Xfinity Mobile. I received no other communication or alerts from Xfinity. In a couple of days I checked my account and saw that I had device that needed activation. I followed all the instructions online to activate my phone. I was told it could take about two days for this to happen. I later checked my account and saw that there was a problem activating my device and to use the chat to resolve. After a two and a half hour chat session it was not possible for me to get the one year of free service, and I told the third Xfinity rep I was chatting with to just cancel my order because I was not going to pay the regular price, which was the only thing I was being offered. In the course of the 2.5 hour chat, there were at least three different names I was chatting with. None indicated they had any context from the previous discussions. It appears the first representative determined I need a physical SIM, and canceled the original order and I was required to provide all the information that I previously supplied over the chat so apparently a new order could be made. This was awkward and I had to repeatedly supply the same information for several items. It was not until I was sent a confirmation email that I discovered there was no discount. This representative seemed to disappear and the next representative said my promotion credit was used on the first order and therefore could not be apply to the order the previous representative created. This representative said they would try to fix, but then seemed to disappear. The third representative had nothing to do with the topic and said it transferred to him by mistake. The next representative I told I want to just cancel any orders that are there and quit. So this is where it is left. I see that there is still a $25 "current charge" in my account for activation. So, in general a horrible experience and I am currently not getting the free year of service, and I am wondering if Xfinity is going to try to still charge me $25 for "activation". If someone is interested in fixing this very quickly and painlessly - great. I have lots of good choices for cell phone service, but it doesn't look like Xfinity is one of them.
XfinityThomasC
Official Employee
•
2.5K Messages
1 month ago
Hello, @user_7nax62
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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user_7nax62
2 Messages
9 days ago
When I made my original post I had only lost 2.5 hours chasing the “one year of free cell service” incentive. A month after placing the order, on March 24th, I have at least tripled that time lost in trying to get Xfinity to simply provide what I ordered, under the terms stated. I was so naive to think this could be solved “quickly and painlessly”.
This is where things stand right now to the best I can determine: I have (or maybe had) apparently two service lines, one of which has been successfully activated on April 18th using my iPhone SE second generation - although in the “device” section of my Xfinity Mobile online account it shows I am using an iPhone 8. I have been invoiced for $40.25 for a billing cycle that started the day I placed the order. The “bill details” shown online do not provide enough information (such as dates of activation etc.) to make it clear how this amount was arrived at. But under the terms stated when I placed the order, for a full month of service (which I did not receive), the fees should be a one-time activation fee of $25 + taxes of $3.40. A total of $29.90.
I don’t know if it matters for service compatibility if Xfinity records my device as an iPhone 8 when it is really an iPhone SE. But as the type of phone is encoded in the IMEI number, it seems like there should be no question about what type of phone it is. (I can easy verify the TAC from several online sources.).
I suspect the extra service line and miscellaneous charges and credits on my current invoice are the result of incomplete attempts to fix the issues. But note they are not issues created by me (other than placing an order). It seems to me that the Xfinity Customer Service attitude is that they are helping me correct mistakes I have made and I have caused the issues. They also do not seem to have the history of my account or what the previous solution attempts were. This I find really irritating. Nonetheless, I guess I have no choice but to choose to try to play more phone-tag with “the Mobile Executive Team” or spend hours with “live agent chat” until I get “my problems” resolved.
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