6 Messages
Free Phone Isn't Free
Hello, I've spent hours with support recently trying to resolve an issue. Xfinity support promised my wife a free phone (a Pixel 7), which they sent us, but now it looks like we will be charged around $29/month for it. A few days ago, I talked to an Xfinity support agent on the phone for close to an hour, and she promised to create a support ticket and email it to me so I could attach my video of the original support agent promising the free phone. However, the email never arrived.
Some support agents have told me no problem, we will make sure it is free, and others have said I should send the phone back.
We will not send the phone back. It was sent to us by Xfinity and we were told by Xfinity that it would be free. Xfinity needs to take ownership of this and provide the phone for free as promised.
All Xfinity agents I've spoken to and chatted with have been super friendly and have seemed very helpful, but unfortunately it seems like they are all putting me through hoops and hoping I just stop trying to get this issue resolved. Long wait times, many transfers, being told to call a phone number that then redirects me back to chat support, being told a support case will be made for me, etc...
Since I've spent so many hours with chat-based support and phone-based support, I'm posting here as well to see if this channel can get me to a resolution.
user_h8d4m7
5 Messages
1 year ago
I just got out of this support nightmare with mobile (kinda). I'm forced to keep internet as no other service is available. They charged me $12 to get the device. Conversation we had- +I want to bring my own device. -We dont support that device. I can get you this one for a fee of $12. +I thought the device was supposed to be free. -Nope, you have to pay a fee. +Only this one time? -Yes. Now I'm being charged for the full price of the phone. If I can get a credit on my bill for balance due on the device and a return shipping label, I'll send it back. Didn't want it in the first place, I wanted to BMOD. Then looking through the bill, I found this...
Device Payment $8.33
$8.33/mo for 24 months
Promo Device Credit($8.33)$8.33/mo for 24 months
Line setup fee
A one-time $10 charge will appear on your first bill after device purchase.
And this is on my bill now.
DEVICE BALANCE
$175.00
of $199.99
DEVICE PAYMENT DETAILS
21 Payments Remaining
$8.33/mo, with final payment of $8.40
And I've had to pay also...
SEP 13, 2023 Auto Payment $2.35
AUG 13, 2023 Auto Payment $7.67
Even though their website says...
Add Xfinity Mobile to stay connected to the most reliable 5G network nationwide.
If you have both internet and mobile service, the ACP benefit will be applied to the internet portion of your bill first, then mobile service.
Nope.
6
XfinityDilary
Official Employee
•
1.8K Messages
1 year ago
Hello, @User983738. Thanks for posting on our community forums to let us know about your situation. I'm sorry that this has been your experience so far. Here on social media, we have very limited access to help with Xfinity Mobile concerns. To confirm, have you tried reaching out to our Xfinity Mobile Support team by all of these means?
- SMS Text Message: 1 (888) 936-4968
- Phone: 1 (888) 936-4968
- Chat
1
tuffigirl
Contributor
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178 Messages
1 year ago
Can I ask why you think you'll be charged for it? Because when you get a free phone, they technically charge you the monthly payment, but then they give you a device credit for it, so it doesn't end up being free. No I don't know if that's the case or if you didn't port a number or what?
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user_70b03b
Visitor
•
28 Messages
1 year ago
Yeah good luck with Xfinity taking any ownership of their own mistake.
I’ve had (and paid religiously) 5 lines ($3xx per month) for 2 years now. I even paid off 3 of the devices, leaving 2 devices on the account.
On my account it says i have 3 lines eligible for a free phone upgrade and 2 lines eligible for an early upgrade.
Problem is what they don’t tell you.
They base the upgrade on your credit. You know, they don’t give a flying f*** that you’ve paid your phone lines for 2 years and that everyone just came or off an pandemic.
It’s nothing short of dirty advertising and should be criminal. In my mobile account it says nothing about the upgrades being based on credit.
I’ll be switching ASAP, I’m done with their dead end promises and utter Bulls***.
(edited)
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user_0mdlhy
1 Message
1 year ago
Still trying to get my label to return my phone
1
0
user_b5goc5
2 Messages
1 year ago
Same thing happened to me. Class action?
8
SirSinister66
Visitor
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1 Message
1 year ago
Same situation on my end. Every other aspect of my service with them is great but with mobile not so much. My wife and daughters phones are being credited but mine (the main one I specifically got for the promotion of it being advertised as free) being charged monthly as well as fluctuating small charges.
My bill started basic at around 100 bucks as anticipated. Now within 6 months time I'm paying almost 150
With no notifications of new charges or changes to my account. 😬
2
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user_00ld86
1 Message
1 year ago
I’m going through the same exact problem right now on hold trying to get this fixed for the 5th time since getting the 1st bill a couple of weeks ago.
3
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willijudy
1 Message
1 year ago
I totally agree with this "
All Xfinity agents I've spoken to and chatted with have been super friendly and have seemed very helpful, but unfortunately it seems like they are all putting me through hoops and hoping I just stop trying to get this issue resolved. Long wait times, many transfers, being told to call a phone number that then redirects me back to chat support, being told a support case will be made for me, etc..."
I'm on the phone with a customer service 1800 934 6489 right now for more 1 hour (completely silent) after I asked the lady if she could not help, ask some body else. She said ok than let I wait on the phone for the last 30 minutes so far. No response at all even I talk to her.
1
user_nbss4j
3 Messages
11 months ago
I am having a similar problem. I called Xfinity about something and was offered a deal where I would get a free phone but I would have to pay for the service charge. However, the Xfinity agent also told me that even though I paid for the service and data over 1 GB on the Xfinity Mobile side, I would get what I paid back (except for the extra data) on the Internet/home phone side. Well, I did get charged for the service on the mobile side but only got some return on the other side once or twice but then they kept on billing me on both without a reduction. I have also been getting the run around. I have called many times and sometimes they seem to understand my problem but most of the time they do not. Once I got a call from a supervisor who offered to investigate but it has been several months of nothing. She said she would review the recordings and I told her that I think she will be very surprised.
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user_436i8w
3 Messages
10 months ago
My roommate just moved in. After researching Xfinity mobile today, I would never recommend my roommate to join me on Xfinity!
If she moved, she couldn't get out of paying for her Free phone!
Remember when mobile phone companies would charge you $200 if you cancel their service? Well Xfinity is doing this in just a different way.
Never ever use Xfinity mobile unless you plan to live in your place forever.
1
user_6rr87w
1 Message
10 months ago
I just signed up with Xfinity mobile after contacting customer care for a upgraded modem that I've had for 6 years now and I finally got tired of them telling me that I had the most recent device. So I contacted them again telling him I was going to leave Xfinity if I didn't get an upgraded modem.
then they sell me this deal for all three of my phone lines two new phones cuz the third one was compatible with their service the first two weren't. So the deal is the three phones unlimited a new modem internet all for $45 a month.
Sounds too good to be true right So I checked the fine print on the Paige I had to initial and sign for them to approve it. It said something along the same lines of paying $8 a month per device for a total of x amount of dollars not sure I don't have it in front of me.
So I asked them agent is this the price Am I going to be charged for these phones that you say are free?
And they're responds to me was that since I'm on the government ACP program and the special price internet for low income I can just disregard all of that It's not going apply to me.
So of course I take what they say at face value because that's what they're telling me so I believe it but now reading all of these comments I'm kind of scared that it's going to be the same situation that everybody else is having
We'll update later on we'll see what happens
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user_m84yiu
3 Messages
10 months ago
1
user_m84yiu
3 Messages
10 months ago
Update: In short, the corporate office responded back to me via email and said I was never offered a free phone. I absolutely was offered a free phone otherwise I would not have accepted the phone. At the time that I was offered the free phone, I called in to cancel my landline and my cable services because my bill was too expensive. I kept my Internet services only. Therefore, I would not have agreed to an additional service such as this “free phone” if it wasn’t indeed free. I requested a copy of the transcript from the recorded telephone conversation I had with the representative which will definitely show that I asked more than once if the phone was free and was told more than once that the phone was free. This is outrageous. Not only that, but I instructed Xfinity to cancel this account repeatedly and they did not which resulted in an accrual of monthly charges. So, they will credit my account $68.76 and “ in order to remove the collection from the account “ they want me to pay $155.01.
1
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user_9fcn3k
3 Messages
10 months ago
Going through the exact same things. This is 100% a scam. Every time I call, because it's never resolved as promised by my next bill, I'm told some new excuse. Lots of talking in circles, nobody can simply override and remove the phone charge which everyone knows in this day and age is a few clicks of buttons, total garbage as other things have been credited within seconds.
Now they are telling me I have to send the phone back but refuse to send my the shipping label.
1
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