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user_3y5m58
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10/01/2026 12:31 AM

Free Line Promotion Not Applied After Account Transfer: Request to Restore

I've been an Xfinity customer with internet and mobile service, including a promotional free line valid for twelve months. I recently moved and was told by both a store representative and an Xfinity chat agent that my services could be transferred and the free line promotion would carry over to my new account. Based on that assurance, I set up the new account and transferred my mobile lines.

The promotional credit did not carry over. I have chat screenshots documenting what I was told. I chose Xfinity over Fios specifically because of this promotion. Has anyone else gone through a similar experience? Any Advice?

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9 hours ago

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XfinityAmandaB

Official Employee

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3.5K Messages

10 hours ago

 

user_3y5m58 Thank you for reaching out for help with your free line promotion. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.

 

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user_3y5m58

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9 hours ago

Thanks for the response. I actually already did reach out to Xfinity Support through direct message, but unfortunately they weren't able to resolve it. The agent tried to apply the free line promotion and assured me it would go through, but the request was never successfully processed. I still don't see the credit on my latest bill.

Could someone please take another look and make sure the promotion is actually applied to my account, along with any credit I'm owed for the months it was missing? I'm happy to send my details again if needed.

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XfinitySean

Official Employee

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1.1K Messages

I'm not seeing any messages from you on our end. When you say you already reached out to Xfinity Support through direct message, do you mean you reached out here on Xfinity Forums, or via chat through the Xfinity Assistant?

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9 hours ago

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user_3y5m58

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I have reached out to them over calls and also chats? If there is a secure way for me to share a transcript please let me know. Happy to send them over.

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9 hours ago

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XfinityAmandaB

Official Employee

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3.5K Messages

 

user_3y5m58, I see that is not our team, and it is not using the same process mentioned above. When you reach out here on the Xfinity forums, our team does have a bit more access than most in order for us to assist with any issue a forum customer may have. If you could please follow the steps above to send our team a direct message, so we can better assist. If you have issues following the process, please let us know, so we can make sure we are able to get you the help you need. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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9 hours ago

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