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user_agudev
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09/28/2026 1:41 AM

Mobile Service after canceling home internet

I had xfinity internet for a very long time over 18years (Platinum status customer) I shut it off as I moved into a place that provided internet services through xfinity but not under my name. I have had phone service for almost as long as mobile started with Xfinity. Extremely disappointed with not only the rate hike but not having the ability to add lines of any kind nor upgrade! You charge more and limit customers. In addition Im having continuous issues with over the phone representatives not only lying but making false promises! Very disappointed customer and looking at other provider options unless this is goung to change. 

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18 days ago

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DreamSayerZ

Problem Solver

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1.1K Messages

20 days ago

Check this support article. It mentions a waiting period for being able to add new lines. Personally, with the added fees without internet service, I would look elsewhere. https://www.xfinity.com/support/articles/xfinity-service-cancellation-details

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user_agudev

Visitor

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3 Messages

@DreamSayerZ​ thanks but been over a year still not an option 

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18 days ago

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XfinityJeniece

Official Employee

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4.5K Messages

18 days ago

Hey there, @user_agudev, thanks for reaching out through Xfinity Forums regarding your Xfinity Mobile service. We definitely do not want to lose you as an Xfinity Mobile customer. Are you still having issues with your Xfinity Mobile bill?

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user_agudev

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18 days ago

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XfinityOrlandoM

Official Employee

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3.9K Messages

@user_agudev

Thanks for confirming. If you're on one of our older mobile plans, It's possible that promotional upgrades with no fee are not available, but you still may have the option to upgrade to our new plans and purchase a new device on the device payment plan.

 

Let's take a deeper look at your account to see what options we have. Please go ahead and send me a direct message including your first and last name and complete service address

 

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:" line, type “Xfinity Support”.
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum

 

(edited)

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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18 days ago

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