Trade in

@user_cl0v4g Thank you for taking the time to reach out to us here on Forums, I can understand how important this trade in is for you, and I hope to help resolve this. We will need some more information to figure out why you haven't received your trade in credit yet. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Thank you for working with our team to get that ticket opened to investigate the missing promotion. Apologies we were unable to add the promotion due to the package that was received was an empty box. Don't hesitate to use our forum for all of your Xfinity questions and concerns in the future.