XFINITY Mobile Customer Service Issues

I have been attempting to activate my new Xfinity Mobile service and cell phone for three days without success. The customer service has been poor, with representatives who seem poorly trained and are difficult to understand. I was a customer of T-Mobile for 20 years and found their service to be extremely helpful and well-educated. I was switching to Xfinity Mobile because T-Mobile's signal in our new area was weak, but now I regret my decision. I am fed up with Xfinity Mobile before even using it properly. Please provide instructions on returning the phone and canceling my Xfinity service. I am thoroughly disappointed by Xfinity's lack of assistance. Sincerely, Ron Sweeney.

I recently visited your store after switching to xfinity and encountered a helpful staff member named Rachel during my first visit. However, my second visit was unpleasant due to the rudeness of another employee. After a hospitalization where important calls were being sent directly to voicemail without my phone ringing, I spent 4 HOURS on the phone with support, where two separate agents failed to resolve the issue effectively. Despite attempting various troubleshooting steps such as turning off and resetting my phone, it only led to further problems with my wifi and Bluetooth connections. The difficulty in identifying that my wifi was off due to a small icon added to my frustration. Eventually, I discovered a setting causing calls from unknown numbers to go to voicemail, which was especially problematic post-hospital stay. The lack of quick problem identification from your support team and unexpected changes caused by the troubleshooting process have led to considerable frustration. I hope for a resolution as this situation has consumed a significant amount of my time and energy.

Hello, my name is Buddy. I unfortunately need to report that my phone is missing, whether it was misplaced or stolen. I am requesting a temporary lock be placed on it until it is recovered. This incident is particularly upsetting as it has happened to me before very recently. I am unsure about the steps to take in this situation, especially since it occurred not long ago. I rely on my phone for work and cannot go without one. Do you offer used phones for sale in-store? If so, can I transfer my number to a used phone after purchasing it? You can reach me via email at [redacted] or by contacting the number from which this message is sent. Thank you for any assistance.

I have been in communication with Xfinity and Google Fiber regarding my inactive phone line for the past ten days. Despite numerous chat sessions, a technical support agent promised it would be resolved by 7/31/21. I would like a transcript of that particular call. To summarize, my phone has been inactive for ten days and attempting to activate online for the past six days. I am simply requesting for my Google Fiber land line number to be transferred onto the cell phone provided. I have already been in contact with Google Fiber, confirming that they have unlocked and released the number. Please connect me with a representative who can resolve this issue promptly, or else I will need to return all Xfinity equipment. Should this matter remain unresolved, I have valid reasons to terminate my services with Xfinity. I have dedicated 18 hours and extended over ten days trying to address the phone issue. I am tired of this inconvenience and frustration of paying for service without a working phone. Rest assured, all relevant questions have been answered multiple times. Kindly assist or escalate my case to a competent individual who can assist.

I recently had a service technician open the underground cable box to install service next door. However, they did not close up the box properly, leaving all the wires exposed and looking messy. They also did not install the cap back on, and when I tried to fix it, the wires were so disorganized that the cap no longer fits. I have been unable to reach out to my neighbors to address this issue as they are rarely home. Name: Sankhorn Billing Address: [redacted] Richmond Ct. Mobile, AL [redacted]

Recently, I reached out about my iPhone 12 connectivity issues. Following your advice to reset network settings, use airplane mode, and restart with the SIM card, the phone worked well for a couple of days. However, the problem has returned despite my attempts to fix it. I'm unsure what to do next.

I am reaching out regarding mobile numbers [redacted] and [redacted]. We relocated our internet, cable, home phone, and mobile services in September [redacted], but the address was never updated for the mobile account. The Xfinity store informed us that we have been overpaying for our mobile account since the charges should be bundled, reducing the current cost. We are subscribed to 1-gig and have cleared the phone payment for [redacted]. Despite contacting customer service multiple times, we were promised a refund and information sent to my email at [redacted] Regrettably, I have not received any updates, and the recent payment exceeded the actual charges. Kindly provide guidance on rectifying the account and resolving the overcharges.

I feel scammed by Xfinity over my iPhone 12 and LG phone. Approximately seven months ago, I obtained a new iPhone 12 from Xfinity, and only three days later, after an update, it started malfunctioning. Despite numerous calls to Xfinity over the span of seven months, they claimed they couldn't assist, blaming it on Apple. However, even Apple couldn't help, insisting that Xfinity should replace the phone since they are the carrier. The situation has been back and forth, prompting me to report the issue to the Better Business Bureau for resolution. During a three-way call with Verizon, they witnessed the disrespectful and unhelpful customer service Xfinity provided. Despite disconnecting my phone eventually, leaving others on the account running until I persisted with my calls, Xfinity refused to unlock the devices unless I paid for the faulty one. As a long-time Xfinity internet customer, I regret trying their cell plans and intend to address this ordeal promptly. They unlocked my tablet and smartwatch but are withholding the unlocking of the malfunctioning phone and another device I paid off.

Subject: Issues with Xfinity Mobile Account I need to address a serious concern with my Xfinity Mobile account tied to phone number [redacted]. Despite not being an Xfinity Mobile user, I have been experiencing unauthorized charges and issues with my accounts. In August, I noticed a charge of $0.59 on my personal account, meant for TV, internet, and landline services, mislabeled as mobile. Furthermore, an amount of $48.00 was deducted from my business account without authorization. While setting up my accounts in March, a representative mentioned potential cost savings on mobile services, to which I initially agreed but later cancelled without ever using the service. Despite multiple assurances and refunds when contacting customer service, the problem persists, leading to continuous unauthorized debits from my accounts. I request an immediate refund of the unauthorized charges and a prompt closure of this erroneous mobile account. I have meticulously avoided using the service and have faced consistent challenges with resolving this issue. Your attention to this matter is crucial, and I expect a swift resolution to cease these unwarranted charges. Thank you for addressing this matter promptly and appropriately. Respectfully, E.F.

I am struggling to get assistance from Xfinity Mobile to unlock my phone. My request to unlock the device was denied as it has not completed a full billing cycle. I have been a loyal Xfinity Mobile customer for over 3 years and a Comcast subscriber for 12 years. Due to recent changes, I needed to switch to another provider and bought a new iPhone from Xfinity, paid in full. Although Xfinity gave me a PIN to transfer my number to AT&T, after switching the SIM card several days ago, the new service won't activate because the iPhone remains locked due to their billing cycle policy. This has left me without mobile service, affecting my work and ability to earn a living.

I was on the phone for 45 minutes with a live representative, and was abruptly disconnected after being on hold for around 10 minutes while he was consulting higher management about my urgent issue. I urgently need to escalate my concern and skip speaking to a third customer representative. I need to talk to someone in authority regarding my overdue mobile phone bill and the lack of service while I am in the middle of making funeral arrangements for my mother. Please help me address this critical situation.

I need help lowering my father's cable bill. He is 85 years old, disabled, and has received a bill for $[redacted] after using the service for one month. When I called this morning, they requested his verification, but he is currently at the doctor's office preparing to go to the hospital. I find it frustrating that no one is willing to assist us. My father, Mr. M, is struggling with his finances as his house payments are already $3,[redacted] a year due to increased taxes. He simply cannot afford this cable bill on top of everything else. All he wanted was for the bill to be reduced, but we have faced rejection. It's disheartening to see an elderly man being charged such a high amount just to watch TV.

I have set up my account for auto-fill for a 10-gig plan, but I would like to switch to a 3-gig plan for $30 in the next cycle. However, during a recent 3.5-month business trip where I stayed in various hotels, my phone was hacked in Arlington, TX causing my bank account to be emptied. I took measures to secure my phone and paid $80 on my credit card to ensure my service was safe. Despite this, there have been issues with my service and bill, and I discovered that my account was never set up for auto-pay as intended. I have contacted customer service numerous times, but I have not received a satisfactory resolution. The mobile website does not recognize my paid service, and it has been a frustrating process trying to get this sorted out. As a Social Security recipient on a fixed income and part of a military family, I rely on Xfinity to stay connected. I am seeking a more substantial reduction in my bill for the distress and inconvenience this has caused me.

I contacted customer service on Saturday and spoke with three representatives for a total of two hours. They assured me the issue would be resolved by Tuesday. However, after calling again on Tuesday and speaking to three more representatives for over two hours, Billy Jones indicated he would follow up that night but the problem persists. On September 1st, when I transferred my internet service, everything went smoothly, but I encountered significant issues with my mobile service. When attempting to access any content on the mobile app, I receive an error message prompting me to refresh or try again. Visiting the Xfinity website shows that I have both internet and mobile plans. While I can manage the internet without any problems, the mobile section indicates the same issue of being unable to retrieve information. This problem has been ongoing since the 8th of the month. Despite being on a gig plan, I am unable to make any changes from either the app or the website. I have been in communication with a total of six people over seven days, spending over four hours on the phone. Each representative claims to understand the issue, promises to escalate the case, and guarantees it will be resolved within 48 hours, which has not been the case.

I am seeking assistance to update my father's account following my mother's passing. He is being charged late fees due to an overdue balance, and I have been attempting for two days to remove my deceased mother's Mastercard from his account so he can settle the outstanding amount using his checking account. After a frustrating call where I was incorrectly assisted with a TV and internet issue, I am incredibly dissatisfied with the customer service received. I hope his contract ends soon as I am willing to pay the fee to switch providers. My father's account numbers are [redacted] and [redacted]. I am frustrated that I could only discern the two account numbers with the help of technical support. It is crucial to resolve this promptly as my elderly father does not receive statements, and the delinquency is not his fault. Please contact me at my cell [redacted] for an English-speaking representative to address and resolve this matter efficiently. Thank you, Anita Twombley.

I purchased a Galaxy Note 20 in September that was supposed to come with a $[redacted] rebate or credit. However, the rebate was sent back to Xfinity instead. I contacted a representative on 11/1/21 but did not receive a callback or any notes on my account. Another call on 11/8/21 led to a representative advising me to visit a local store, and when I questioned this, the call was disconnected. During another call on the same day, a new representative offered me a free Galaxy A42 to resolve the issue. I've been with Xfinity Mobile for less than 6 months and am disappointed with the customer service received. The outsourcing of calls creates unnecessary hurdles for customers, making it hard to get a resolution. I had higher expectations for Xfinity Mobile.

My name is Jay Rellis, and I recently had a frustrating experience with your customer service. During a phone call with a representative, my active phone was mistakenly disconnected, leading to a series of service errors. A few weeks prior, I visited one of your stores to purchase an iPhone 13, but the wrong phone was ordered, and I was unable to cancel it immediately. After several phone calls, I was given conflicting information about when I could resolve the issue, causing further inconvenience. Despite assurances from a representative, my original phone remains disconnected, and I am in need of urgent assistance to rectify the situation and restore service. I hope for a prompt resolution to this customer service debacle.

I need to return my 2-day-old iPhone 13 and exchange it for the Pro or Pro Max. I bought it at an xfinity authorized partner store, and the lady said they didn't have the Pro models in stock, even though the website showed they were available. The xfinity agent I spoke to confirmed they had it in stock before my store visit and noted it during my booking. I settled for the regular 13 in red, but the only color available in-store was blue. The lady mentioned that I could only order the other models online with a 2-day shipping wait. I feel like if the stores don't stock these models, why offer them in-store and list them as in stock online? The blue phone she gave me is not functioning correctly, and now I want to return it for the original model I wanted. Can I do this within the 14-day guarantee without going back to the authorized partner store in East Boston, perhaps at a corporate store in the Boston area where I can get the Pro or Pro Max on the spot, or would it need to be handled by the online department?

I'm currently in the process of transferring my service from Verizon to Xfinity Mobile. Two days ago, I was informed that the transfer would take approximately 24 hours. However, yesterday I was told it would only take two hours and that a representative would contact me, which unfortunately did not happen. Today, Xfinity Mobile has informed me that there is an issue with my PIN number and they are attempting to verify it with Verizon. Unfortunately, the phone line got disconnected, and I am once again facing frustrations with this transfer process. I had already resolved the issue regarding my PIN number with Xfinity after they contacted Verizon yesterday, but it seems like the problem has resurfaced today. Any assistance would be greatly appreciated.

I am experiencing issues with the streaming service. Over the past two weeks, several channels, especially ESPN, have failed to load, showing an error message TVAPP0252. Additionally, the movie channel is not working properly. Despite two phone calls with different agents, lasting at least 30 minutes each, refreshing the service did not resolve the problem. At this point, I require assistance from a service supervisor. Contact me at [redacted] (Jeff H.) with the account under Julie H. at [redacted] Abbey Manor Circle, Brookeville, MD [redacted].