Visitor

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1 Message

Monday, May 5th, 2025

Xfinity mobile plan for a year free was a scam and lie

I am writing to express my extreme disappointment and frustration regarding an unauthorized charge for Xfinity Mobile Unlimited service on my account. On Oct 4, I switch my Internet service to a new plan and there was a promotion in green on the website saying that

"Get a line of Xfinity Mobile Unlimited included for 1 year." I comfirmed the promotion with the Live Advisor named Alex and he helped me add a new line that as he said would be free for a year, and after 1 year would be $40.

However, after the first month, I have been received a bill for $75.11 for this service, despite the promotional offer.

° xfinity.com/digital/offers,

+

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Official Employee

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2.3K Messages

4 months ago

 

user_vpej51 Hello and thank you for reaching out via our Xfinity Community Forums. I can understand how frustrating and disappointing it must be to see an unexpected charge like that, especially when you were assured it would be free for a year! It sounds like there was a clear misunderstanding, and I sincerely apologize for the trouble and inconvenience this has caused you. Please don't worry; I'm here to help get this straightened out for you. I'd be happy to take a closer look at your account and the details of the promotion you signed up for. To do that, could you please send me a direct message with your name and address? Once I have that information, I can review the notes from your conversation with Alex and investigate why you're being billed for the Xfinity Mobile Unlimited line despite the promotional offer. 
 
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

Thank you for bringing this to our attention. I appreciate your patience as we work through this.

 

Official Employee

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2.4K Messages

We are here for your support, @user_aef6gi. If you'd like to look into these issues, or if you have any questions about your options, please let us know.

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Visitor

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2 Messages

3 months ago

Happened to me too. Got Xfinigy mobile free for one year as a promotion. First month bill $69.90.  From month 2, the bill dropped to several dollars (taxes and government fees only). Called customer service. They say the line must be active for 30 days before the promotion can take effect. This was not disclosed in the promotion terms.

Visitor

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1 Message

2 months ago

happened to me too, maybe if all of us get together and get a lawyer maybe the truth will come out

4 Messages

Been a long time customer and they lie about the deals new deals won't save me anything they wanted me to lower internet speed down a tier and I would save 4$ a month and use ach  instead of credit card 

Visitor

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1 Message

1 month ago

same thing here. the support has been absolutely useless

Official Employee

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2.3K Messages

 

user_56u981 I'm so sorry to hear you're experiencing a similar issue with your Xfinity Mobile billing, and that your previous support interactions haven't been helpful. I can definitely understand how frustrating it is to see unexpected charges, especially when you believed you were getting a promotional rate.
 

I'd be happy to look into this for you and get to the bottom of your billing concern. Please send us a private message with your full name and the service address associated with your account. Once I have that, I can access your account details and investigate the Xfinity Mobile charges.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

We appreciate you reaching out and giving us the opportunity to make this right.

 

 

 

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

1 month ago

This happened to me too. I got the bill for the first month and reached out to a customer service agent to resolve it and they said the credits would be assigned to my balance and thus cover the bill. It did not and I'm keeping getting new bills for the second month now. This is extremely frustrating and I think does get to the point where I call false advertisement. 

Official Employee

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2.4K Messages

Greetings, @user_xlak0t! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear your account is not being credited for the free line promotion, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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Visitor

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1 Message

1 month ago

Same thing. Class action lawsuit incoming 

Official Employee

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2.8K Messages

 

 
Hi there! Our team would like to help you get this issue addressed. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

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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1 Message

1 month ago

Same thing happens to me.   I have 5 lines.  They promised me ~$40 monthly bills for 1 year for 5 lines.  But it never happens.  I am paying $120.40.    

Official Employee

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723 Messages

Hello @user_jc6c8c sorry to hear you did not receive the free line discount. We would love the opportunity to get it fixed for you. When did you start the mobile service with us?

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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Visitor

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13 Messages

30 days ago

I am dealing with the same exact thing. I was told I was going to get an extra $10 off my internet bill by signing up for a free line. I even got their free phone (since this was a 2nd line for me) and that is being charged bc I didnt port in a number which they knew while selling me that I wasnt going to be porting in any lines.... escalation to manager has resulted in multiple calls and no follow up

Visitor

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1 Message

25 days ago

Same thing here, was lied to by Bridge Locations in Highlands Ranch, CO, indirect agent. Store manager Shay is now ignoring me as well as Comcast leadership. We are not getting any thing we were promised, $500 trade in credits for 2 phones, $30 + 1 free line, and half off insurance for 90 days. Had we known this, we would have never have signed up. Will be following up with the CEO and BBB to file a complaint. 

This comment has been converted into a post

Visitor

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2 Messages

14 days ago

Beware of Xfinity Mobile Representatives

Be very cautious when dealing with Xfinity Mobile representatives, especially when they call you directly offering promotions to switch services. My experience has shown that the promises they make during these calls may not be honored once you actually transfer your service, leaving you with unexpected costs and frustration.

In March 2024, I received a call from an Xfinity Mobile representative who claimed that switching from my current carrier would save me money. I was upfront and transparent with the representative, explaining that I still had an outstanding balance with my former carrier and that there would also be termination fees for both lines. I asked multiple times whether those balances would be covered if I decided to switch. Each time, I was reassured that Xfinity Mobile would handle that balance once I ported my service over.

Based on that assurance, I made the switch and ported my numbers to Xfinity Mobile on or about March 1–2, 2025. I believed I was making a smart financial decision because the representative clearly stated that my old balance would be taken care of as part of the promotion.

On April 23, 2025, I called Xfinity Mobile to follow up. During this conversation, a representative confirmed that the details of what I had been told were documented in my account notes. However, despite this documentation, Xfinity later informed me that what I was told was incorrect. Instead of covering my prior balance, I was told that the only promotion available was a $200 gift card. This was never what I was promised, and it made no sense that I would knowingly switch carriers just for a $200 gift card while still being stuck with over $1,200 in charges.

As of today, I remain responsible for an unpaid balance of $1,246 with my former carrier, a cost I was led to believe would be covered. Despite my dispute, Xfinity has refused to honor what their own representative promised. This feels like misleading advertising and false information provided by their employee

Official Employee

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2.4K Messages

 

user_7nxvqa Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear that you did not have a good experience and we'll do everything we can to help. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 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

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Contributor

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121 Messages

I was with Xfinity Mobile since its inception, yet this is the main reason I left them. It was another Issue yet they still lied to me. I refuse to pay anyone to lie to me!!

Visitor

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1 Message

8 days ago

Same here, only worse. 

Official Employee

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2.3K Messages

 

user_699hvb Thank you for reaching out to us here so we can work together towards a resolution on your Xfinity Mobile billing. I'd be reaching out if a promotion was promised but not added to my account, so I want to make this right. 
Please send a direct message 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. Include your name and address so I can find the account and help. 

 

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

 • 

2 Messages

6 days ago

Same issue, I am getting billed even though I signed up for free 1 year mobile plan promotion 

Official Employee

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1.9K Messages

user_silsue our team can help you with your Xfinity Mobile account and bill. Just send us a direct message when you have a chance. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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

 • 

1 Message

5 days ago

When I called, they told me you have to pay for the first two months. Even though my two months are over, I canceled anyway.

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