Visitor
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1 Message
Xfinity not honoring new phone purchase promotion
I purchased a new Iphone 17 Pro from Xfinity mobile on Nov 2, 2025. The promotion was $400 off new phone price since I did not have a trade-in and $40 off phone line for 1 year. After activing the phone and receiving my first bill, I realized the promotion was not included. I did several live chat with Xfinity representatives and finally got the $40 phone line off for 1 year. However, I still have not received the $400 off the new phone. That amount was supposed to be spread out over 2 years. I have done several live chats and they have not been able to help me.
It is not as if this promotion did not apply to my order. I have a picture of this promotion when my order was placed, and Xfinity is still running this promotion.
Is there someone at Xfinity I escalate this issue to?
Thank you
Pao Vang
XfinityJeff
Official Employee
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647 Messages
2 hours ago
Good morning @user_o1j9so, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the promotion for the new iPhone, but you have come to the right place for assistance with this issue. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" 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, please add your full name and address
• Press Enter to send it
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