$499 Promotion - some phones "not available"

I have 4 lines with xfinity mobile and recently received a $499 upgrade offer which I intended to use on all 4 phones. 3 of them were visible when I went to upgrade, the fourth was not. I went into the store that said the phone was "grayed out" and they couldn't' do anything and I should dial 611 and have them address it. I have been on the phone with them for nearly 4 hours - the last 15 minutes or so being left on hold. It seems to have ended being told that "a ticket was created" but was refused to provide the ticket number or a method to check status. I was given the option to purchase a new phone and they promised me that the credits would catch up to the purchase - I declined.

Has anyone run into this issue? any ideas on how to address this?

Responses

CCJosh

New Problem Solver

•

452 Messages

2 years ago

Thank you for taking the time to create this post about the issue you're having with trying to claim a reward on all of your mobile devices, @user_8c5327. This is certainly not the experience that we want you or anyone else to have while trying to reach out for assitance with this. If you're still having issues, please send us a Direct Message and we will be happy to assist you here.

To send a Direct Message [private 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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user_8c5327

$499 Promotion - some phones "not available"

CCJosh

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