user_xzmq5v I appreciate you posting on our Community Forums, and am sorry to hear that we do not service your new home and area. Unfortunately, the standalone charge is applied to Xfinity Mobile accounts that no longer have Xfinity Internet, as it is a requirement to be eligible to have Xfinity Mobile. There is not currently an option to waive the charge.
I understand that is the standard policy, but this is an 'Out of Footprint' move. I would like to escalate this to the Executive Resolutions team. I am being penalized for a lack of Xfinity infrastructure in my new area, and I need a manual credit to offset the $25 fee and the Premium Unlimited requirement while I finish my device payments.
user_xzmq5v Have you reached out to our mobile team over the phone yet?
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.
I have not, as standard phone support is generally limited by the automated billing system which does not account for 'Out of Footprint' move exceptions.
Because Xfinity physically does not provide internet at my new address, I am seeking a manual administrative review to waive the $25 fee and maintain my device credits on a lower-cost plan. Can you please escalate this to a supervisor here who has the authority to apply a recurring service credit?
I apologize that it may not be the answer you're hoping for, but it's stated on our page covering Xfinity Mobile Cancellations under the section titled "What happens if you cancel other Xfinity services or move to an area where Xfinity isn’t available" that if a customer moves to an address that doesn't qualify for Xfinity Internet, Voice, or TV (out of footprint) or if you cancel these services for any reason, you'll have a $25 per month standalone mobile fee per account. Moving to an address that is outside Xfinity's service area does not provide an exemption.
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.
Thank you for the information, Sean. However, this was a mandatory relocation for my employment to an area Xfinity physically does not serve. I have filed a Notice of Dispute to seek an administrative waiver, as I am being penalized $25/month for a lack of Xfinity infrastructure at my job-required residence. I will await the corporate investigation
I understand where you're coming from, and while we cannot guarantee that it will be granted, we can create a ticket to have your request reviewed by the XM Corporate Escalation Team. Please send our team a direct message with your full name and previous service address.
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Here are the detailed steps to direct message us:
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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.
XfinityThomasD
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user_xzmq5v
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4 days ago
Thank you for the information, Sean. However, this was a mandatory relocation for my employment to an area Xfinity physically does not serve. I have filed a Notice of Dispute to seek an administrative waiver, as I am being penalized $25/month for a lack of Xfinity infrastructure at my job-required residence. I will await the corporate investigation
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