Visitor
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1 Message
Account cancelled without consent, lost 1-year free mobile line promo — need help correcting
Because the account was closed, I lost my eligibility for the free line promotion, even though my number was already successfully ported in and active on it. I went to a nearby store the same day, and the representative confirmed the chat agent’s error, advising that I’d need to port my number out and then back in on a new account to regain the promotion. I followed that guidance, ported my number to another carrier temporarily, and have since opened a new account with new internet service.
I’ve since tried porting my number back in on the new account. My account shows the free mobile line promotion as available, but the final step of the port-in flow quotes a monthly charge instead of $0.00.
I’d like help getting the promotion correctly applied to my account, and would also appreciate a credit for the inconvenience and porting-related charges this whole situation has caused. I’m happy to provide account details via direct message.
Thanks for your help.
XfinityJamesC
Official Employee
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3.1K Messages
4 days ago
Greetings, user_ov2pep! 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 about getting this promotion corrected. 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” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and 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. You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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