3 Messages

Tuesday, June 24th, 2025

Xfinity Mobile: A Promotional Nightmare and Customer Service Letdown

I'm incredibly frustrated with my recent experience with Xfinity Mobile.

A month ago, I received their mail offer of the "one free line for one year" promotion. Later, I decided to transfer my number to Xfinity Mobile through online chat with an Xfinity Agent. During the online chat, I specifically confirmed the promotion would be applied to my new Unlimited Premium Plan. The agent repeatedly assured me it was added, and I even requested a transcript of our conversation for my records.

To my shock, my first bill arrived yesterday, charging me the full $55 for the plan.

I've spent hours today chatting with multiple Xfinity Mobile agents, all of whom initially claimed the promotion wasn't applied. Even after I provided the original chat transcript proving the agent's promise, not a single agent acknowledged Xfinity Mobile's error.

Their "solutions" have been insulting: a $40 one-time "Goodwill Credit" from one agent, and a discounted smartwatch from another. This is ridiculous. I don't want partial credits or gadgets; I simply want the promised free line promotion applied to my account.

After hours of back-and-forth with five or six agents, my issue remains unresolved. This is, without a doubt, the worst experience I've ever had with a mobile provider. As a loyal Xfinity internet customer for 12 years with no prior issues, I'm shocked by how terrible their mobile service is. It feels like a complete scam, and I'm sharing my experience here to warn others. Please think twice before trusting Xfinity Mobile's promotions.

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Accepted Solution

3 Messages

2 months ago

Problem resolved! After my post, Comcast's corporate customer support quickly called me. Within 15 minutes, a helpful representative (whose name I regrettably forgot) clarified everything and kindly applied the credit, even though I made a mistake when initially applying the promotion.

I'm very happy with this outcome and appreciate Xfinity's support.

Official Employee

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431 Messages

Hello @michigance, So glad that you were able to get a resolution, and you are so welcome. I hope you have a great weekend. 

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

Visitor

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2 Messages

2 months ago

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.

Official Employee

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1.6K Messages

Hi there, @user_e4d1d1! Sorry to hear you had a bad experience with XFINITY Mobile. This is not how we want things to go!  We would be happy to assist in any way we can. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address to get started. Thanks! 

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

Visitor

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2 Messages

Well, my nightmare has gotten worse.  Xfinity attempted to cancel the phone I never ordered and instead cancelled my functional phone line.  I spent 2 hours at the Xfinity store trying to get it resolved and the matter is not resolved. I have no phone, still being overcharged, and had to cancel my credit card.  I'm allowing 1 more day and then contacting the Office of the Attorney General
[Edited-Personally Identifiable Information], and considering contacting the local news outlet.  

(edited)

Official Employee

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2.2K Messages

Good evening @user_e4d1d1, and thank you for reaching back out on our Forums, we're sorry to hear that the matter has not been resolved yet and understand where your frustrations are coming from. Rest assured, our team is on your side and wants to help. I'd like to get a ticket submitted over to our dedicated executive mobile resolutions team to reach out to you directly to get this taken care of. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

(edited)

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

Visitor

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2 Messages

20 days ago

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? 

Official Employee

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1.8K Messages

@user_wgrq7p I'm sorry to hear of your ongoing concerns with your bill and services. Our team is here to help. Can you please direct message me your first and last name along with your full service address so that I can assist you further. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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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