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user_x5phi5
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10/10/2026 5:34 PM

1 year mobile line cancelled by xfinity,

Just spoke on the phone with Ahmad - supervisor mobile billing. Told him an agent mistakenly cancelled my mobile line (which was included for 1 year with my internet plan) then reactivated it minutes later. Well Ahmad review the notes from the xfinity agent that messed up. He told me when the line was cancelled, it invalidates the line being included with my internet plan. He said if this happens voluntarily or involuntarily it doesn't matter. He stated to me directly "We don't have to honor it now." I told him I never authorized the cancellation of this line. Ahmad said it doesn't matter. I asked him to send that explanation to me via email or letter or whatever, Ahmad said he couldn't send anything. He mentioned I clicked "approve" on a link they sent over the phone months ago. Well I did click approve, but should that mean that I approve them screwing my stuff up? No way! So now I have to either cancel my mobile line or pay the full monthly amount that was and still is advertised as free. Very unhappy with this situation.

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7 days ago

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XfinityMarcus

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7 days ago

user_x5phi5 thank you for using the Xfinity Community Forums page to reach out today. We want to take a look at this situation for you and ensure your account is not negatively impacted by a change you did not request. 

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

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user_x5phi5

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Before going into direct messages, can I ask what what is meant by "ensure your account is not negatively impacted by a change you did not request." The rest of my xfinity has been fine. The mobile line has been messed up since March. They've been mostly good in crediting me for their mistake up until today. They told me to call each month for the credit. But today Ahmad told me he's not going to do it anymore. Very unprofessional.

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7 days ago

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XfinityMarcus

Official Employee

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2.5K Messages

user_x5phi5 Great question, you specifically referenced the mobile line being turned off. So what I want to do most is gain access to the account in order to review the notations surrounding that interaction to gain a better idea of why the line was turned off in the first place. 

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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7 days ago

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user_x5phi5

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An agent did credit me a couple months ago. He said to call back each month and have them look at his notes and they would credit me. Today when I called, Ahmad told me those notes said hardly anything. Would you be able to help with this mobile line by viewing these notes?

(edited)

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7 days ago

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