mobile signup complaint

I'm an Xfinity Internet subscriber who was interested in the free year of mobile service. I communicated with an Xfinity live agent via the Xfinity Asst and was repeatedly assured that I would qualify (I was an Xfinity mobile customer 3+ years ago.) I have a copy of the full chat.

Reference Number: 331692190211154547

DATE/TIME: 2025-06-11 20:00:03

I signed up for mobile service. When I went to activate the service in person, I was told that I do not qualify for the offer. I cancelled the line since it was going to bill at the regular rate.

This whole process wasted hours of my time. An Xfinity live agent lied to me. I'm not at all happy with the outcome.

Responses

XfinityJon

Official Employee

•

291 Messages

8 days ago

Good afternoon user_nnkl71. I can assure you this is not the experience we want you to have. If you do want some additional assistance, I would be more than happy to help. Please let me know if you would like some assistance?

2

0

U

user_nnkl71

Visitor

•

2 Messages

The only assistance I'm interested in would lead to my free year of mobile service that the live xfinity.com agent repeatedly promised me that I'd get. Can you provide?

Like

Reply

8 days ago

0

XfinityJon

Official Employee

•

291 Messages

I would be more than happy to take a look into this for you. I will need some additional information.

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

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

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 a reply as the Accepted Answer. tick

Like

Reply

8 days ago

0

Plan

user_nnkl71

mobile signup complaint

XfinityJon

user_nnkl71

XfinityJon

New to the Community?