False Representation

Last December, when I called Xfinity cable service to ask a question, the agent "Cherry" recommended using Xfinity MOBILE services because there was a promotion. Cherry said the service fee was free for one year and "We will give you a brand-new phone." Although she said the service fee was free for a year, she needed my credit card number for "one time only activation fee." I gave my card number. Later, I realized she set up an installment for 2 years for the phone as well. She lied to me! "We'll give you a brand-new phone," was a complete lie! I was stupid enough to trust Xfinity company representative because I had been having Xfinity cable services for years and had no problems. By the time I realized I was deceived by "Cherry," it was too late to cancel the services. When 2 years is over, I will cancel the phone service and will never ever deal with Xfinity mobile!

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XfinityOrlandoM

Official Employee

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3.3K Messages

11 days ago

@user_302ogz

Thanks for reaching out to, us we do apologize for any inconvenience or misunderstandings.

Yes its correct that we offer the xfinity free unlimited data line for 12 months which we show the mobile offer that we were offering in December was to receive $400.00 off select Apple, Samsung, Google, or Motorola devices on 24 month device payment plan .

During the time of the order, you would have received an e-mail or text message real time notification to confirm the order which you should have also received a email receipt.

To have Xfinity mobile you need a credit card or debit card on file as the mobile service must be on auto payment for the device payments and for the monthly payments when those taken into place after your 12 months discount expires.

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user_302ogz

Visitor

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6 Messages

@XfinityOrlandoM

Thank you for responding to me, but what I was complaining about was not the sales campaign but about "Cherry" and her individual dishonesty. "Cherry" said, "We will give you a brand-new phone for free," then she set up an installment for the mobile phone device, which was completely a lie and crime to me. I'm surprised that the company let a representative mislead a customer in this manner. "Cherry" should be fired.

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11 days ago

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XfinityEricB

Official Employee

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3.3K Messages

user_302ogz This certainly isn't the experience we want for customers, and I'll be happy to put in a report about the interraction to have it investigated.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

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.
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11 days ago

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user_302ogz

Visitor

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6 Messages

I signed in to Xfinity login page, looked for "direct Messaging" icon but I was not able to find it. where is it? You don't mean Support bubble, do you?

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4 days ago

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user_302ogz

Visitor

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6 Messages

Also, when I reviewed my emails, I realized the date I talked with "Cherry" who had me order the new "free" phone, was not last December. It was 10/9/25. She sent the phone in a package; however, because I did not feel comfortable activating it over the phone as she suggested, I took the phone to a Xfinity store and activated it on 11/18/25. Although "Cherry" said I can have an international service for $10 per month, and also Emily at Xfinity store (Aurora, Colorado) said I have an international service on my phone, later I found that was not true. I was charged $38.70 on 12/3/25, and $33.00 on 1/3/25. When I called Xfinity customer services, I was told I never had the international phone deal. Because I had Xfinity cable service for a long time and I never had problems, I never imagined Xfinity phone service would give me problems this much.

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4 days ago

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XfinityAbel

Official Employee

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216 Messages

@user_302ogz, I'd be happy to do everything I can to help. Please send us a direct message with your full name and service address. Check out How to: Direct messaging within the forum.

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 a reply as the Accepted Answer. tick

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2 days ago

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user_302ogz

Visitor

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6 Messages

1 hour ago

I went to Xfinity store at Hampden and Tower yesterday. No, I don't have a SIM card. I had an eSIM card, so they downloaded another eSIM card and restarted the phone, but nothing changed. In the end, I was given Technical Support phone number, and one of them installed "TextNow" app so that I could still make a phone call. I left and had to work until midnight.

I'm disappointed. They could not figure what the problem was. They just gave me Technical number and told me to call on my own. There were at least 7 employees and no customers. Why can they call the Technical support number and solve the problem right then and there?

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user_302ogz

False Representation

XfinityOrlandoM

user_302ogz

XfinityEricB

user_302ogz

user_302ogz

XfinityAbel

user_302ogz

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