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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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1 hour ago

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XfinityAmandaB

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3 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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2 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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