Contributor
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215 Messages
Can you keep Xfinity Mobile Service when cancelling Xfinity Internet and TV
I was told when ordering new Mobile Phones that I could switch my Xfinity Internet and TV services to another carrier if I found something that better fits my needs and it would have no affect on my Mobile Services. I remember at one time there was a $25 fee per line change if you didn't have Xfinity Internet or TV services. The rep I was ordering from had no idea what I was talking about. Does anyone from Xfinity know the correct answer. Thanks
Accepted Solution
BruceW
Gold Problem Solver
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26K Messages
2 years ago
https://www.xfinity.com/mobile/support/article/xfinity-service-cancellation-details says there still is:
That's a tad ambiguous unfortunately. I take it to mean that you owe the fee if you don't keep at least one of Xfinity Internet, Voice, or TV.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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CCElizabeth
Problem Solver
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908 Messages
2 years ago
@Terry0327
Thank you for reaching out to us via our Xfinity Community Forums! You have some great questions about our Xfinity Mobile service. For security reasons, we are very limited with the support we can provide our Xfinity Mobile customers via this platform. I understand you can already called Xfinity Mobile and did not receive the answers to your questions. For help with your Xfinity Mobile account, please chat with our Xfinity Mobile experts 24/7 at https://www.xfinity.com/xfinityassistant/?channel=xMobile&linkId=181546677.
When do you think you’ll be able to get in touch with them? I would love to follow up with you afterwards to make sure you were taken care of.
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Terry0327
Contributor
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215 Messages
2 years ago
Thank you but the link you provided is an automated Xfinity Assistant It does not provide answers to questions but only post articles that does not address my question.
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CCElizabeth
Problem Solver
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908 Messages
2 years ago
You'll request an agent through the Xfinity Mobile Assistant for assistance with your questions.
Please let us know the outcome to your questions!
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DaveO3
Problem Solver
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755 Messages
2 years ago
Pricing & Other Info
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tuffigirl
Contributor
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178 Messages
2 years ago
The $25 a month if you don't have Xfinity internet has always been disclosed so I don't know how anyone could miss it. You don't have to keep cable... I canceled mine a long time ago.
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Terry0327
Contributor
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215 Messages
2 years ago
There use to be no charge per Xfinity Mobile Line if you cancelled Xfinity Internet. Then it went to $10, then $20, and now $25. It all depends on when you first opened your Xfinity Mobile Account. I opened when Iphone 7's were the latest Iphone. At least that is what I was told by Xfinity.
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tuffigirl
Contributor
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178 Messages
2 years ago
That's just not true. I opened my the day they opened for business and have been with them going on 9 yrs in April. They would not allow you to sign up if you didn't have internet... and if you canceled it was always an extra $25 a month if you were going to keep the mobile. This is just one of the articles about them that I have bookmarked.
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Terry0327
Contributor
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215 Messages
2 years ago
You might be right but right now I am going with what the people I pay my bill tell me MY Account Requires. I have been with Xfinity since 1986 and signed up with Xfinity Mobile around 2017 in Marietta Ga. Anyway, if I cancel I will have it in writing or I will cancel the Mobile account as well when the phones are paid off.
This is where I got the fee increase part:
5. Canceling Xfinity Internet Triggers an Additional Fee
Xfinity Mobile doesn’t normally charge a line access fee, but you will face a $25 a month fee per line if you don’t maintain either Xfinity Internet, Xfinity Voice or Xfinity TV service.
For example, the $25 a month per line fee will be assessed even if you move to a location where Xfinity Internet isn’t offered.
Xfinity Mobile’s line access fee has increased over time. It used to be $10 per line, then $20 and now $25. You can remain an Xfinity Internet, Xfinity Voice or Xfinity TV customer to avoid the penalty.
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antonlastname
Visitor
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5 Messages
2 years ago
The Xfinity mobile fee policy seems ambiguous. It states:
"$25/line/mo. charge applies if Xfinity TV, Internet or Voice post-pay services not maintained." (Note use of the word "or").
Does this mean you need to maintain any one of three services to keep the preferred rate?
Can I cancel internet while keeping TV, and still maintain my current rate?
It seems you need to have internet to initially get discounted mobile, but can drop internet later if you have at least one other active Xfinity service.
Can the experts clarify?
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antonlastname
Visitor
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5 Messages
2 years ago
Has anyone had experience maintaining only TV and mobile while keeping the lower mobile rate?
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user_37da91
Visitor
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1 Message
2 years ago
They never disclosed it to me either, and I have the contract....it isn't written. Additionally, when I called to cancel in January the rep told me that they could match the price of mint mobile, but he lied. Found out when I got my bill, the other customer service reps said that isn't a plan the offer, but I'm locked in a contract with penalties. This is highly illegal, I know the calls are recorded as required by federal law. The bait and switch this company holds is insane, i cannot believe this company has not been shut down.
Further, I had their internet services and paying for top speed but only clocking MAX 50 mbps. Called 11 months ago to increase, they got me a new promo for $25 supposed to include an xFi pod that was never given to me. I've had 8 phone calls since then, clocking in at over TEN HOURS, and nothing. They said they will send one for next month, but too bad on overcharging me.
At this point I am on hold on my ninth call, duration of call is 1 hour and 22 minutes and no resolution. My attorney is drafting forms to start a lawsuit. Breach of Contract and Misleading Sales Practices. Good luck if you remain with them; it's the most unethical company i have ever had the displeasure of doing business with in my 38 years.
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