give tom feedback

Hello Tom / Xfinity,

After over eight years of internet service, it's time to really cut the cord. 

You see, back in April of 2025, I tried to take advantage of the new Xfinity Mobile Free for a Year deal.

I regret that attempt even to this day.

Recap:

I called into the customer service number given on a flyer, spoke with a rep, who commited Xfinity to sending me a "Apple Phone, I believe at that time it was an 15 he offered.

Two days later I received a Samsung A17, A20, something like that.  I called in to the number given in the paperwork, told a customer service representative about this mistake, to which he stated there was nothing noted about me getting an Iphone, and the mobile number had already been activated, and asked if I was having a problem using the phone. To my shock, I explained to him I had just recieved the phone, and it was still in the unopen box. This esculated to a supervisor getting involved, a advised him I no longer wanted to try the mobile service, and was sending the phone back.

He advised me the line would be deactivated, and the account would be noted, and investigation into the rep who set up the service, and ofcourse and apology. I really thought nothing else of it, UNTIL!!!

Months later, I receive a flyer in the mail again asking that I try Xfinity Mobile for one year free, and the advertisement had a Iphone 17pro max as a offer, not for free, but and offer with stipulations.

I called to inquire and TO MY SHOCK, HORROR, AND NOW ANGER, I was told I cannot take advantage of the offer because I had already taken advantage of THE FREE LINE FOR A YEAR OFFER, AND!!! I had an ACTIVE account, I then learned that there was some sort of $25.00 charge regarding to the plan, that I had also paid. This esculated to a supervisor call again, this time the supervisor supposedly cancel or deactivated the account, but shared under the guidlines of the special, I was ineligible to take advantage of the free mobile for a year service, that if anything, he could add a second line to the account, and I would have to pay monthly for it! Does this sound right to you??? So some Xfinity cell number was inplace, that I am not using, a Iphone, that I was offered free, I am not getting, and now, I AM TAKING ADVANTAGE OF THE FREE ONE YEAR MOBILE PLAN, JUST, NOT WITH ACTIVE PHONE.

I asked to speak with various and different departments,and finally reached a customer service manager who refered me over to what I recall was the mobile security technology side. Here I spoke with a manager, and she advised me, through heated conversations,

1. AT CURRENT, THEIR SYSTEM IS NOT SET UP TO REMOVE THE ERROR. THEY CAN ONLY STOP THE SERVICE.

2. THE SYSTEM WILL KEEP THE SERVICE AS INACTIVE ON MY ACCONT FOR ABOUT TWO YEARS AND IT WILL FALL OFF FROM MY ACCOUNT.

3 I WILL NOT BE ABLE TO TAKE ADVANTAGE OF "ANY" PROMOTIONS ABOUT THE ONE YEAR FREE MOBILE SERVICE OR A FREE PHONE ASSOCIATED WITH THE FREE MOBILE PLAND

BECAUSE THE SYSTEM WILL CONTINUE TO SAY YOU HAVE A LINE.

4. THE ONLY CHOICE I HAD WAS TO WAIT UNTIL THE OFFER EXPIRED, AND IT WOULD ALSO AUTOMATICALLY COME OFF MY ACCOUT.

That was hard to accept, but my new reality.

Some time after, I recieved another flyer, and feeling like it was a slap in my face, meaning "Hey! take a look at our new offer! and look we are adding a phone to the bundle! And!! The mobile servicee is "free" for one whole year!!!! Eh? But not for you! We just want you to know what we ard doing, and what you won't be getting in on!

I know that sounds like a indirect insult, but it really is how I percieved it, given I that I could not take advantage of it.

I called into Xfinity some time after, asking to be removed from their offers by mail, email, and text, and or calls. After a few transfers, I believe I had reached the proper department, and my request was submitted, and I was advised it would take about four weeks to fall into effect, and I may receive a few flyers up until then.

Well the flyers, and promotions never stopped coming. I continue to recieve them even to this day.

Eventually, I believ May of 2026, called back to Xfinity, attempting to fix this entire mess! Everything! The error of the mobile account, promise of an free Iphone,

everything! Again I was told nothing had changed and what I could do, and could not do.

During this call, I advised the supervisor, that everyone at Xfinity cares, and apologizs for this, but NO ONE IS DOING ANYTHING TO CORRECT THIS. As such, as more iternet proviers are introduced into the community I live, (see Xfinity was the monopoly now we have Quantum, Wyyerd, TMobile, Star link, Verizon, and the option to have portable internet devices) I would be leaving Xfinity solely based on how I am being treated Xfinity mobile. Well that day has arrived and on 09/10/2026, it will be GOOD BYE Xfinity!

See, you monopolized this area, therefore, no one really took me serious. And when I called it was always the same old talk, "Xfinity values me as a customer of over 8years, takes my complaint seriously, and is really sorry this has happend, and assured me on many occasion, that it was being looked into.

Well yesterday was no different! I told Xfinity Internet, that I was canceling. Their customer satisfaction team, as well ass retretention team, made offer, after offer, still not listening to me!

I told the rep, Xfinity internet has been great for me! I have no problems with this side! However I have been wronged by Xfinity mobile, and todate they have not called, emailed, sent a text message, or ANYTHING, that would make me think that I was valued, and they still have not made right their wrong, especially when Xfinity acknowledged the mistake to be on their behalf.

NO Thank you Xfinity internet, Xfinity MOBILE has RUINED IT FOR ME, AND AS SUCH YOU.