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user_vpej51
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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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15 hours ago

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user_zua8qe1

Visitor

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6 Messages

1 month ago

Same issue as well. I am getting billed for my "free" mobile line. First bill was $25 activation fee plus $40 for the line and taxes and fees on top of that. I was told the line was free with my Xfinity service.

1

XfinityEricB

Official Employee

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2.7K Messages

 

user_zua8qe1 Thanks for reaching out about your mobile promotion not applying to the Mobile account correctly. We would be happy to help get this corrected for you. 

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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1 month ago

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user_cs213

Visitor

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1 Message

30 days ago

They got me on this too. Saying I could have two esims using the same phone number.  That is a lie Instead my other account was canceled.   Was a big hassle and had to spend hours two times because first cancellation did not cancel all charges.  Now xfinity person told me that would give me free  new phone for and free number for a year..I was too tired from dealing with first issue to even consider...and their offer was suspect then. Now I dont see the offer.  [Edited: "Solicitation"]

(edited)

0

user_ij1uh6

Visitor

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7 Messages

30 days ago

Yes, they did the same thing to me!! I signed up during the promotion and got a new phone. I expected to pay the monthly phone installments but have my mobile service be handled. Now I pay over $70 a month for what was advertised as $20. And now they just charged me $240 in Roaming fees although I signed up for global pass!! Xfinity is DESTROYING my life!

0

kolbrat

New Poster

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2 Messages

26 days ago

The same thing happened to me Xfinity doesn’t give a [Edited: Language]. I am going to get out of the 5 year plan I changed my phone service to Xfinity and it’s terrible . I was on the phone 3 hrs today 

(edited)

1

XfinityMarshante

Official Employee

 • 

654 Messages

Hello @kolbrat, thank you for your comment.  Sorry to hear that you were charged for your free line. 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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24 days ago

user_aksr5j

Visitor

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1 Message

23 days ago

Same here. I was promised a free mobile line for a year and am seeing a monthly charge for over $50 for the line. Will be switching mobile carriers very soon if this issue isn't fixed immediately and retroactively. No reason I or anyone else should be victim to this company's untruthful and manipulative business practices. My ticket: ECM0017111545

(edited)

1

XfinityRaul

Official Employee

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2.3K Messages

@user_aksr5j I would be more than happy to review your account to see what's the status of this ticket. 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.

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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21 days ago

0

user_gzkowy

Visitor

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1 Message

18 days ago

I am also in this position, I’ve been fighting with xfinity every month for my money back and they telling me I didn’t qualify, I wouldn’t have gotten the phone if I didn’t qualify. I am getting very frustrated with calling every month and I’m about ready to switch. The service is awful. I have dead spots in my house and street and I am angry for the deception and backpedaling this company has done 

3

XfinityMichaelC

Administrator

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4.6K Messages

Hey @xx6static9xx! Thanks again for visiting the forums, and I appreciate your providing an update. However, we are removing the phone number of Diamond as that was a personal contact for you. If this number is left to the public, she would be inundated with too many calls and a full voicemail box. This is why we have a process set up to make sure her team is able to assist customers. 

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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16 days ago

0

user_gx9yrz

Visitor

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2 Messages

15 days ago

GOING THROUGH THE EXACT SAME THING! LETS FILE A SMALL CLAIMS CASE!! 

2

XfinityJeniece

Official Employee

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3.6K Messages

Hey there, @user_gx9yrz, thanks for reaching out through Xfinity Forums regarding your Xfinity Mobile bundle and billing. We would be happy to check on your promotion to ensure you are being billed correctly. You have reached the right place. If you can please send us a Direct Message with your full name and your full address.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

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14 days ago

0

user_d178cw

Visitor

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1 Message

15 days ago

I have also been having the exact same issue since April! Support has been absolutely useless and its so frustrating.

1

0

XfinityFrank

Official Employee

 • 

1.8K Messages

Hi there, @user_d178cw! Could you let us know the details of what you're experiencing? We would be happy to work with you on a resolution.

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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13 days ago

0

user_82j3zw

4 Messages

13 days ago

I've had similar issues. Switched my phone line from AT&T, to Xfinity with the year free plan. 4 months in, received an email that my line discount was canceled, due to “changes” I had made. I made no changes and Xfinity is now charging me $40 for the line. Countless hours on the phone and in person, only to get the run around. When we starting up that class action lawsuit???!!! So done with all this!

1

0

XfinityMarcus

Official Employee

 • 

1.9K Messages

user_82j3zw thank you for using the Xfinity Community Forums page to share your experience with trying to take advantage of the free line for a year promotional offer. I would like to have your situation looked into to see what exactly is the cause for your promotional rate being cut short. Can you send over a direct message with your full name and complete service address for me?

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" 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

Like

Reply

11 days ago

0

user_2vvr4k

Visitor

 • 

3 Messages

12 days ago

Same thing happened to me, I feel as if I was duped into porting my number over for a promotion I never recieved. 

1

0

user_82j3zw

4 Messages

@user_2vvr4k​ So messed up! I’m so sorry you are going through this. Clearly, we are not the only ones. Not sure how Xfinity can continue to do this and be completely fine with it. They don’t care. Blatantly lying and deceiving thousands of customers.  Crazy what greed can do. All about the Benjamins. Waiting for that class action lawsuit. Let’s do this.

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12 days ago

0

user_9q4mtv

Visitor

 • 

1 Message

15 hours ago

Same thing on Xfinity Dupe ... I placed an order to port my existing cellular number into Xfinity with promo 'Free Line for One Year'. 5 months later, I check my credit cards and I find that I never got that free line, was charged $40 +tax/fees. I called Xfinity Customer Service and learned that I do not quality for 'New Customer' promo because I once had mobile service with them in 2019 (for 2-3 months), even though the line was cancelled 6+ years ago.

I simply believed Xfinity that they would have done all checks and validations while the order was placed. I am out of pocket $200 now and ready to port-out of Xfinity, unless Xfinity plans to resolve this. I will check back in 7 days.

(edited)

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