Visitor
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9 Messages
Not Receiving Device Credit
I purchased a Google Pixel 8 phone that was advertised as free with device credits. I did have problems getting the phone number ported from TracFone despite phone calls to Xfinity Mobile, 3-way conference calls (from Xfinity Mobile to TracFone), chats with Xfinity Mobile etc. I have been told via chat that I would receive device credits when the phone number was ported in. That hasn't happened. I was told on another chat that I would start receiving device credits within 30 days of porting in the phone number. That hasn't happened either.
So far there have been two completed billing billing cycles without receiving a device credit and we're now more than halfway through a third.
Accepted Solution
XfinityJoe
Official Employee
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492 Messages
3 months ago
Hello @user_aaa126 we would be happy to look into this with you. 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" (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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joshc13
Visitor
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2 Messages
3 months ago
Same!! Strangely, the first billing cycle had a credit, but the next two have not!
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user_aaa126
Visitor
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9 Messages
3 months ago
Update: I chatted with Abhishek using the link Xfinity provided.
user_aaa126 as I can see that device Google Pixel 8, Obsidian,, 128GB is qualified for the promotion from our end and for the credit related we have a special dedicated team on 1-8-8-8-9-3-6-4-9-6-8 I request you to please contact our team for this query they will surely help you with the best possible resolution
So I called the 888 number which is the same number Xfinity had provided in their reply to my DM. Spoke first to a representative and told her what the issue was. She transferred me to another representative that she said was in the Mobile Department. I thought that is who I was talking to. The first representative told me to mention that she had made notations in my account. The second representative said she could help. I was talking with her and she was looking into it/investigating etc. After a 20+ minute period of total silence (I had put my phone on speaker) I asked if someone was still there. She said she was and had been conferring with a colleague and was seeing if there was a workaround for the issue. Because of the fact my phone number wasn't ported in from TracFone within 30 days they could do nothing about device credits. But she did offer a $20 customer service credit. Not quite the same as 23 months of device credits at $29.16 per month!
It didn't matter that I had attempted to port in the phone number the day after the phone was delivered to me. Didn't matter that I had done a 3-way conference call with both Xfinity Mobile and TracFone where supposedly everything was good to port over. Didn't matter that Xfinity opened a ticket and then closed it stating "There is no further action required." Those were well within the 30-day porting in period.
A month and a day after I first tried porting in my number my Xfinity Mobile account still showed the status as Step 2 Confirm identity with a check mark next to it.
On that status page way back then: Your Pixel 8 is activating........No need to call us about the status of your activation. We'll email you at xxxx@aol.com if there are any issues and when your device is done activating.
None of that matters. Per the last representative there are no workarounds.
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