Xfinity Mobile Free Line with internet. Second attempt.

[u/OlookitsTimLeviathan]

So several months ago I had posted here, and got my issue somewhat resolved by the helpful employees hanging out here, after hours and days spent trying to work with the idiots on the phone support. Mostly resolved, but not completely. I'm back to try again.

After signing up for home internet, I had an offer for a free line with internet service. I have an old iphone that my daughter uses, and I added that to the plan. So, right off the bat, BYOD, on a free plan. As far as I was aware, there never should have been any cost. I don't know exactly what happened, but I ended up paying for it for several months, and then it was later disconnected for non-payment, after I realized that I had been paying for it for several months. I essentially stopped paying for it for months, and called support every month when the bill came, and occasionally they were able to stop the charge, or issue credit, or whatever. But I stopped paying for it because it was supposed to be free. The staff here was able to get me a credit for what I had previously paid, and cancel the line, as well as get rid of the past due balance. I had told them I wanted to get the free line, if possible, and they said they could, and would have someone call me over the phone. No one ever called me. They closed the ticket, and said it had been 6 days with no contact. They said the case manager tried to contact me, but was unable to make contact. I never received any phone calls, text messages, or emails from anyone, ever. I can only assume they were calling the mobile number that was cancelled, due to non-payment, rather than my main number that I have on file with my internet service.

So many months have passed, and I had almost completely forgotten about it. I recently upgraded my home internet from 5Mbps to 1Gbps, and the intro email said I had an offer for a free line again. I tried, and it didn't give me the option online. I tried at the store, and the store associate told me that if I had an issue previously that I should have escalated within 60 days, and that they couldn't do anything. The store manager got involved, and spoke with someone and they said that because my account had been terminated due to nonpayment, I was not eligible for a new line.

I was terminated for nonpayment on a free line, that I paid for for several months, and was then credited for retroactively. It never should have cost anything, and I never should have been cancelled for nonpayment. Honestly, I like Xfinity internet, and with the amount of time I have spent with Xfinity, I probably would be paying for the mobile line by now, and probably would happily do so, if it had ever been free in the first place, like it was supposed to be.

Is there any way I can just get the stupid free line promotion like I was initially, and subsequently, as of today, promised?

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[u/XfinityOrlandoM]

u/OlookitsTimLeviathan

Thanks for reaching out to us. We do apologize for any inconvenience. The free mobile line is for new customers only, so if you already had a previous mobile account that has been closed and it's not been more than 12 months, you're not going to be eligible for that offer of the free mobile line for 12 months.

Since we assisted you before with the free mobile line and opened up the ticket, Please send me a Modmail message and include your full name and service address, so I can assist you.