1 year promotion free unlimited phone bill but I got denied after switiching

I completely understand why this feels confusing and frustrating. Especially since you just signed up for mobile to qualify for the promotion. You’ve done everything on your end, so it makes sense that you’d expect the offer to apply. The reason you’re being told you’re not eligible is that promotions that require adding a new mobile line can only be applied when that line is brand‑new at the time the offer is added. Since your existing mobile line is already active, the system won’t count it as “new,” even if you upgrade your Internet speed. That said, I want to make sure we explore every option for you. If you’d like, I can review your account to see if there are any alternative promotions you can qualify for based on your current services, or if there’s another path that fits what you were originally expecting. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.