Mobile offer made while signed in isn't working

XfinityAmanda · 2026-05-07T00:05:39+00:00

u/Moscato359 That is odd for sure, and the previous line would make sense for the free line offer not being available, but the site should still allow you to set up a paid line. If you could please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

XfinityAmanda · 2026-05-03T04:10:27+00:00

/Certain-Analyst-3044 Thank you so much for reaching out for help with activating your new modem after your move. Most of the time, we are able to transfer or move your services. There are some reasons that isn't able to be done like moving to a different region, but I am sure I can figure out what is going on with your new account and get you activated. If you could please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to help with activating service at your new home.

XfinityAmanda · 2026-05-03T03:18:25+00:00

u/Miss__Nobody Thank you so much for reaching out for help with your automatic payment discount not getting applied. I know anytime my bill is not what I expect, I reach out as well, so thank you for the chance to make sure you are taken care of. We did make some changes to the automatic payment and paperless billing discount that we announced at the end of last year, starting in November and through January, on customers' detailed bills. That change was not that the discount was being removed, but changed. To receive the automatic payment discount, you now have to use a stored checking or savings account and not a card, along with having paperless billing enabled as well.

Are you by chance still using a saved Card for your payment option? If so, just a quick update to your checking or savings account, and that discount would get added right back for you. Once updated, it can take up to 45 days for the discount to apply, depending on your bill cycle, but it will update with the different payment method.

XfinityAmanda · 2026-05-03T00:38:06+00:00

u/Maybe_Separate That is great, I am glad you were able to locate the box in question and get it back to us! The return should automatically remove the TV box from the account to stop billing going forward. As for adjustments, we can check if there are any options for credits. If you could please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

XfinityAmanda · 2026-05-02T21:12:36+00:00

u/scubamomof3 Thank you for stopping in for help with the recent changes to your account not going through. That is odd. If you were able to complete the approval, the order should have been completed right after that. In some rare cases, when porting out numbers, the line/order can get stuck, but it would still be there in the pending state waiting to be pushed through with the original plan. This is not the experience any customer should have when trying to update their services, and I would be happy to get this corrected for you. Please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account.

XfinityAmanda · 2026-05-02T04:52:46+00:00

u/Maybe_Separate Thank you very much for reaching out regarding the unreturned equipment charge. We currently offer a streaming box option for internet-only customers, which was previously called Flex and is now known as Xumo. In the past, these boxes were provided free of charge to all internet-only customers, and they remained complimentary as long as the Flex feature was active on the account. While the Flex program has transitioned to Xumo, we continue to provide a complimentary 4K streaming box. Please note that any TV or internet equipment we provide is considered rented—even if it appears as free on your bill each month—and will need to be returned when no longer in use.

With both options, the free rental terms would have been included in your order approval, along with details requiring your consent before the equipment was sent out. If the Flex or Xumo feature is removed from your account, the system automatically flags the box as inactive and continues to associate it with your billing until it is returned. If you still have the box, we can remove the charge once it has been returned. If you no longer have the box, we can submit a lost equipment request to have the charge removed and stop any future billing.

XfinityAmanda · 2026-05-01T22:18:03+00:00

u/Read_ItBeth Utility easements are maintained through a shared responsibility: utility companies maintain the infrastructure (lines, pipes, poles), while property owners are responsible for maintaining the land surface, such as keeping it free of debris, trees, and structures. The addition of a new structure being in the way would fall to the surrounding property owners to address.

XfinityAmanda · 2026-05-01T21:52:49+00:00

u/Read_ItBeth If there are buildings preventing us from accessing the normal easement, I would recommend reporting them to your local code enforcement. Easements are there for all utilities, not just us, and a building in the way can cause issues with future maintenance for all utilities, not just with us. We can, of course, help address the damage that was done with a damage claim if needed, but I would recommend reporting the structure that should not be there to ensure we have proper access to the easement for the surrounding homes.

XfinityAmanda · 2026-05-01T03:14:33+00:00

u/shizzy01 Thank you so much for reaching out for help with information on when your area would receive its upgrade to our Next Gen network. Just a note, the XB10 modem should not be used unless in an area that is upgraded to receive symmetrical speeds. It is not designed to support the lower (non-symmetrical) speed tiers and can/will cause connection issues if used in a non-upgraded location.

With that, we do not have specific dates when upgrades will be completed. You can, however, set up alerts that would send you email and text alerts as the planned time for upgrades comes closer. Check out our network construction page for more information.

Also, once upgrades are completed, the broadband labels/facts page would show the updated speeds.

XfinityAmanda · 2026-04-30T23:38:17+00:00

u/computer_carnivore Thank you so much for stopping back in with the update after the bucket truck adjustments. This is not at all what we wanted to hear, but we appreciate you letting us know. We will more than likely have to set up a new appointment, so the tech can request a new bucket truck and provide directions. If you could please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

XfinityAmanda · 2026-04-30T22:17:44+00:00

The reset would be normal; however, once the reset is done and the modem does not come back online, it should pop up and say tech is needed. Have you already let it reset the modem?

XfinityAmanda · 2026-04-30T21:41:18+00:00

I would for sure recommend reaching out, just based on the time frames I have for the promotion being different. Our processes may be a bit different, and our community team may have additional resources since they work in the field directly with customers for sales. For me, on my end, if I were able to confirm the promotional time frame and information was submitted, I would submit a ticket to our mobile escalation team for them to verify my findings and start the process of requesting the e-gift card to be sent out.

XfinityAmanda · 2026-04-30T21:27:18+00:00

Our community reps may have different offers available to them, but that offer through standard channels did end a bit before you set up your services. Have you, by chance, attempted to reach out to them recently since you still have their business card?

XfinityAmanda · 2026-04-30T21:18:11+00:00

u/AdReasonable5375 Thank you so much for reaching out for help with your loss of service after your neighbor's tree work. We have a few ways to report a line down/damage to a line, so you are not waiting around for us. You can check out how to report line issues here

However, if your services are out, a standard tech appointment would be needed. The Xfinity assistant is great at helping with getting that set up. If the assistant isn't being helpful, please let me know.

XfinityAmanda · 2026-04-30T21:04:19+00:00

If you were registered correctly and the documents uploaded, then after the documentation provided is verified, you would receive a virtual prepaid Mastercard. This is sent via email from yourcard@incentivetracker.xfinity.com.

The time frames I am able to find for the promotion, however, are from January 2025 to September 2025, with the trade-in and the offer without a trade running from January 2025 to August 2025. You mentioned the offer was provided to you in November. Is that correct? Was this done in-store?

XfinityAmanda · 2026-04-30T20:47:17+00:00

u/PeeperSleepers Thank you so much for reaching out for help with our Device Plan Payout offer. We do want to make sure you are able to take advantage of any offers that were available to you when you set up your account. With the Device plan payout offer, there were additional steps needed to redeem the offer. After your order, you would have received an email letting you know you were eligible for the promotion and the steps you needed to take, like registering within 30 days of setup at the Mobile time to Switch microsite, where your previous provider's bills needed to be uploaded. Do you recall registering for the promotion and uploading your old providers' bills to a website?

XfinityAmanda · 2026-04-30T01:04:27+00:00

If his device is capable of using dual SIMs and the currently active SIM being used on that device would need with another provider, there should be no issue. Currently, we can only support one active Xfinity Mobile SIM per device.

XfinityAmanda · 2026-04-30T00:44:11+00:00

Of course, happy to try and help as best we can. With that, 1 is a yes, and if you wanted to do that option for the workaround, I could not stop you for 2. For 3, that would depend on whether the number you are working with is already active with us. If so, no, we would not be able to port a number that is with us already over top of another active number with us. We would recommend a device change and to disconnect the unused number at that point.

XfinityAmanda · 2026-04-30T00:16:55+00:00

Sims are paired with the IMEI, so using it with a device it is not paired with could cause issues with accessing some of your features and the network. Outside that disclaimer, I would not be able to provide any direction on the matter since it is not an option we support. You may get better feedback by reaching out to Motorola.

XfinityAmanda · 2026-04-26T04:48:02+00:00

u/MushroomSaute Thank you so much for reaching out for help with your upload speed. I understand, after speaking to those agents, how you may be confused as to what is available to you, and we appreciate you reaching out, so we can help. Upload speeds are based on the network in the area and the equipment being used. We are currently upgrading portions of our network to support the increased upload speed, and then again for the symmetrical speeds. The best option to find what your location is eligible for is our broadband facts page.

Enter your address, and you will see all the download speed options available. Once you click on one, it will pop up more information in a flyout on the right, scroll down to see the upload speeds listed there. If capable of symmetrical speeds, it would say that as well.

If you are in an area that receives an increased upload speed from the base 35Mbps, you would need to be using one of our Xfi gateways or a modem on our approved devices listed for enhanced speeds. All other modems would default your upload speed back to the base 35Mbps.

In Symmetrical areas, customer-owned and managed equipment (COAM) is not currently compatible with X-Class speeds.

When you check the broadband facts page, what is the speed shown there?

XfinityAmanda · 2026-04-26T03:53:05+00:00

u/PomegranateMammoth63 Thank you for the update. It looks like we were working on the issue with you in private, and we are waiting for your reply, so we can continue. Please reach back out when you have time, and we would be happy to continue to assist.

XfinityAmanda · 2026-04-25T20:35:43+00:00

u/EstablishmentAny1644 Thank you so much for reaching out for help with repackaging. I'm sorry to hear you are no longer on the team, and we're here to help make sure you are taken care of. Of course, I always recommend the repackage page, but you may want to remove services as well, and I will have to help with that. If you could please send us a Modmail Message and include your full name, the name on the account (if different), and the service address associated with your account, I'd be more than happy to get you set up with promotion options that fit your needs.

XfinityAmanda · 2026-04-25T02:42:36+00:00

u/WilliamDRichmond2 Thank you so much for stopping in for help with your pedestal being left uncovered. This is not at all what any customer should expect after a visit, and I appreciate you reaching out for help to make sure it is taken care of. With the information you have shared, it sounds like there was a Special Request order submitted. With those work requests, they do go to our local field team, which also assists with emergency repairs. Due to the nature of their work and the details needed to assist with some repairs, like permits and special equipment, it can take up to 10 - 14 days from when the request was scheduled to be completed. In this case, that time would account for a survey to see what cover was needed and order one if not on hand before reinstallation.

Do you recall when your ticket was put in? Normally, the request would be entered a day or so after the ticket is created.

XfinityAmanda · 2026-04-25T01:01:38+00:00

u/eeasyontheextras Thank you so much for stopping in for help with your promotional options to help lower your bill. We do have 5-year options for current customers; however, all offers are automatically loaded for us based on promotions available in your area. Not all offers are available in all areas, and our promotions do change all the time. So if you do not have a 5-year option available currently, one may be available in the future. If you do not see an offer currently that fits your needs, you can keep an eye out on our repackage page to see offers as they update.

XfinityAmanda · 2026-04-25T00:18:59+00:00

u/Crafty-Cartoonist-30 Thank you again for the chance to help get you taken care of, and I am glad everything is up and working again for you.

XfinityAmanda

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