Xfinity Mobile: A Promotional Nightmare and Customer Service Letdown

I wish I read this message sooner.  I am writing to warn others about Xfinity Rewards program and overall Xfinity Mobile support.  I'm incredibly frustrated with my recent experience with Xfinity Mobile.

I have been a loyal customer for close to 25 years and very frustrated with Xfinity Mobile regarding an event which occurred on 3/15/25. I contacted Xfinity mobile via their Xfinity Assistant and chatted with an agent to purchase an iPhone 16 Pro for my wife which proceeded without any issue. After this transaction, the agent informed me I have Xfinity Rewards and am eligible for 2 Apple Smart phone watches for free. I reviewed the fine print and stated they are not free because there is a 10 USD monthly line fee for each watch. I was told and assured my bill will not increase at all and my bill will be adjusted so there is 0 fee and 0 increase to my bill. I went back and forth several times before agreeing and then proceeded with redeeming the rewards. I saved the transcript from this day and it contains proof of the aforementioned statements.

Despite these assurances, Xfinity has billed me for the watches with line fees and a device payment. I have made numerous calls to their support and Xfinity Assistant. They have confirmed that the information provided by their agent on March 15, 2025, was incorrect, yet they have not corrected my bill.

To add to this situation, I contacted  support in June on the previously mentioned matter, and then they ordered a replacement I phone for my phone and charged me!  My call was about resolving the billing issue for the smart watches, and then a phone gets ordered.  I couldn’t believe it.

I have formally raised a complaint with the Better Business Bureau and would like others to be aware.

I am in the same situation. I was very careful and asked every question I asked to be clear about what was happening. I didn’t do it on Xfinity assistant chat but I went to the corporate store and they were able to tell me all lies! Hey I am going to waive your activation fee, lie, you will get a email from Xfinity for your $100 bring your own device promotion, lie. Yes not only will you save an additional $40 on your home internet bill but you’ll also not be charged anything for mobile services. My first bill was 89 from mobile and 50 since January I spend hours on it and it’s still not been fixed yet. My poor husband believes them every time he has called instead of me. He thinks it’s me. No it’s the way of American corporate fraud parent companies that claim they have no idea what the other companies do? Except that they are the same services and name. The only way i got help was to file an informal complaint with the FCC and I have the mobile line corrected but home internet representative was a lying nightmare!  She was literally telling me repeatedly read your contract, and then she read it out loud and said she would call me back. Lol I better get that phone call. Do not accept credits from the company get paid the way you paid! I can’t pay for electricity or school clothes with Xfinity bill credits can I? Especially when it’s costs them pennies on every dollar they pay you with credits. Please visit the FCC website and give them the information you know about and the problem is now posted on a .gov website and they will be more accommodating than before. It’s shocking how they are so quick when you point out the obvious fact they baited then switched on us all. I hope they are forced to exit the home internet and mobile services and stick with the cable that they are making extinct. Why do they charge you for a regional sports fee without any explanation of why they are not airing regional sports events? 

I'm going through the same thing and I've been a customer for 7 and 1/2 years 

I hate not being able to call and get a live person right away. I've been an Xfinity customer for over 30 years. Now I'm trying to add a mobile line. They sent me the wrong phone. I haven't even activated yet. I haven't even ported my phone numbers from my current mobile company. Finally talked to a couple of different agents and this time I've been on hold for over an hour! Why is this so difficult?? Why am I paying out the nose for their service but I can't get help when I need it? 

I do have issues with the xfinity mobile. We have three lines. It was time to upgrade.We paid one of our phones off and upgraded that no problems.Another one we were gonna do a trading upgrade.Never getting that phone after I sat home for5 days with no pay.Because it needed a signature. And it's never been delivered now.They both set out for delivery.On the same day.Fedex brought the one and was still waiting for the other one.So I decided to call. My mistake. Your employees don't keep good notes.They don't talk to each other.I don't think they don't resolve issues.They just make more issues. So here I am, twelve days later with a phone that now i'm being charged for although with customer support said that they were going to pay it off for me.For all my troubles and they refunded the money for the down payment of the phone that I did not receive and told me to order new one.But when they initially refunded it, I had called before they did that.And told them not to and to keep it and put it on my new phone, and they told me, don't worry about it.I won't have to pay down payment now.I had been on the phone with or via text or phone with customer support for days 3 or 4 hours at a time. With every conversation getting more confusing, so then in the end, they have a phone on there that I have never owned.And i'm supposed to be treating that one in how i'm going to do that.I don't know they can't seem to change that to the right phone. Still don't have the new phone because they want me to pay for it.After they promised me that I wouldn't have to pay the upfront fee.Which I don't have that money, I just lost twelve hundred dollars from not going to work for a week.HellI don't even have food because of it. They hang up on me all the time.So now i'm getting very mad. And I just looked at our current bill, and we owe double of what we should owe normally before the trade in, which one we never got. It is ridiculous, they keep offering free.Smart, but watches and tablets, or I mean, I don't want all those.I just want my phone, and they told me they paid my phone off, but they didn't.That's what the five hundred dollar bill is for it's too much stress and headache.I was literally in tears, getting off the phone with them so right now.At this point I think after next month, i'm just gonna put x over the xfinity mobile.

Im going through the same thing myself but im about to contact the people at the same with protection law office and go from their im tired of dealing with the harresment over something I shouldn't even be dealing with