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user_g9e064
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Saturday, November 22nd, 2025 7:29 PM

Unacceptable Policy No Free Mobile Line

Like many others here, I recently upgraded my Xfinity service with the understanding that I would qualify for the free mobile line promotion. I already have Xfinity Mobile and wanted to use the free line for my business. Instead, I was told that because I already have mobile service, I don’t qualify for the free line, and I wouldn’t receive any credits toward my existing line either.

I’ve searched through my account and contacted support multiple times trying to access this “free line,” but I keep getting different answers and no real resolution. It honestly feels like I’m just getting the runaround.

On top of that, a new fiber company has started running lines in my subdivision, so now I’m seriously considering whether it’s worth staying with Xfinity if this can’t be clarified or honored properly.

Has anyone else dealt with this or gotten a clear answer?

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4 days ago

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DreamSayerZ

Problem Solver

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911 Messages

5 days ago

@user_g9e064 Yes, I have dealt with this before. And the answer you received is correct. The new line promo is only for NEW customers only. Xfinity should get a CLUE and STOP spamming their customers with emails and promotions they are NOT eligible for. Just another thing they do to aggravate and confuse their customers!

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XfinityEmilyB

Official Employee

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2.5K Messages

4 days ago

 

user_g9e064 Welcome to our community forum! Thank you for reaching out so we can help with any questions or concerns you have about your Xfinity experience. The free Xfinity Mobile line for a year promotion is for customers who have never tried our Mobile service. If you've had Xfinity Mobile in the past, your account won't be eligible. I'd like the opportunity to review your account and make sure you have the best service for your household needs :). 
 
Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution. 

 

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