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user_hcuaeb
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09/11/2026 12:31 PM

Free mobile plan for one year with internet - false advertising?

I signed up for a mobile line because Xfinity kept sending messages urging me to activate a free line, since my internet plan qualifies for the promotion. However, from day one the promotion has never worked correctly. Every month I have to call in, fight through the AI system, deal with agents who can’t resolve the issue, and hope to find someone who can manually apply the $30 credit. I’m spending hours each month just to receive a credit that was supposed to be automatic. One agent even told me that if I want the “free line,” I must call every month to get the credit added. At this point, it feels like false advertising. Also, the charges went up to $41. 

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8 days ago

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XfinityGabriel

Official Employee

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3.5K Messages

12 days ago

user_hcuaeb, Hi there! Thanks for reaching out. I can certainly understand your frustration, especially if you've had to spend time each month reaching out to have a credit manually applied. We'd like the opportunity to take a closer look into what's happening with the promotion. To help us better understand the situation, how long ago did you activate the free mobile line, and have the credits been missing since the very first billing cycle?

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user_hcuaeb

Visitor

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5 Messages

Thank you for your quick response! Activated 3 months ago. The promotion never really worked and had to call right from the beginning — some calls resulted into partial credit others resulted resolving the full credit. 

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12 days ago

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XfinityGabriel

Official Employee

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3.5K Messages

 

user_hcuaeb,

Thank you for those details, and I can definitely understand why this has been so frustrating. If the promotion has required manual adjustments since the very first billing cycle, that's certainly not the experience you'd expect when signing up for a free line offer. We appreciate you sharing that the issue has been ongoing for the past three months. We'd like the opportunity to take a closer look at the account and promotion details to see why the credit has not been applying automatically. Could you please send us a Mod Mail message with your full name and service address? We'll review the account further and determine what may be causing the recurring issue.

 

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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12 days ago

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user_hcuaeb

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5 Messages

OK. Thank you. I have sent a message. 

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11 days ago

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XfinityAbby

Official Employee

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1.3K Messages

Can you try to send us a direct message here on forums @user_hcuaeb

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us: 

  • 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

    How to send a direct 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 as Best Answer.tick

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11 days ago

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user_hcuaeb

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5 Messages

I have sent the message 

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8 days ago

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