XFINITY Mobile Customer Service Issues

I purchased two phones in early January [redacted] with the promise of receiving two $[redacted] gift cards. After contacting the company, they initially mentioned receiving the cards after 21 business days from May 7, [redacted]. However, the cards have not arrived yet. Upon further inquiry, they claimed it was an error and assured me of receiving the cards after reapplying. They provided a $[redacted] credit in the interim. When I followed up today on June 22, [redacted], I was informed I would only receive one card and was given a credit for the other. Despite my insistence on receiving both cards as initially agreed, the company has only offered a credit. I have yet to receive anything from them, and the situation remains unresolved.

I am disappointed with Xfinity Mobile. I was informed that I could have up to five mobile phones but initially purchased just one, my Note 8. I was planning to surprise my daughter on her birthday with the phone she desired, only to discover that Xfinity now requires a credit check for additional lines, which was not mentioned initially. I recently bought another phone for my grandson, who is thrilled. I would like you to investigate why loyal customers like myself are now being asked to undergo this process just to add more lines. I hope to acquire the three remaining devices. My name is Rena Finklea, and I live at [redacted] Pleasant St Apt 2W, New Bedford, MA [redacted]. My phone number is [redacted].

On Monday, August 27, I received SIM cards from Verizon to switch to XFINITY Mobile at 3:00 pm. Unfortunately, they didn't work by 5:00 pm. The following day, I managed to get the second iPhone working without any issues. However, the first phone was still not functioning properly. It eventually started working but suddenly stopped today around 11:00 am. I called XFINITY and was informed that my number had gone back to Verizon. After contacting Verizon, I was told they never received the number back. I spoke to John in the second-tier support team, and he promised to find a solution. I can text some phones, but not all, and I cannot make or receive phone calls. Additionally, I noticed a $0.32 charge on my XFINITY Mobile usage for a call from the problematic phone. I addressed this charge with customer service. I regret switching services, especially since this issue is with my wife's phone, and she is quite upset with the situation.

I have been trying to switch my iPhone 5s from Verizon to Xfinity since July 27th. During my visit to the Crystal Lake branch, Brandon Brzostowski tried to charge $3.09 for taxes, but the first attempt was declined, and the second one was successful, leading to a duplicate entry of my phone number ([redacted]/[redacted]) in the system. Despite Brandon's efforts, the issue persists, and a trouble call was issued (T2#[redacted]4). I followed up with Xfinity on July 30th and another visit on 8/27 without success. Several representatives, including Brandon, Muhannad Alansari, Crystal Villwock, Mercedes, Alex, Don, and Alizera, have been involved. I've spent many hours trying to resolve this, including in-store visits and calls. I recently received a message to contact [redacted]/[redacted] for further assistance. It's frustrating that despite being a communications company, the coordination to resolve this issue seems lacking.

On September 28th, I placed an order for a silver iPhone XS Max 512GB through Xfinity. Unfortunately, my order was put on backorder with an expected shipping update by October 10th. However, on October 1st, I noticed the phone was back in stock on their website, giving me hope for an early shipment. After being informed via email on October 2nd that my order was being processed and that I'd receive shipping details within 48 hours, my credit card was charged. Despite this, the shipping information didn't arrive within the expected time frame. Multiple calls to customer service resulted in no clear answers, with several conflicting responses about the status of my order. Despite being promised a $20 credit for the inconvenience on October 10th, it was not applied to my bill. Subsequent calls over several days led to further frustration as the situation remained unresolved. Ultimately, I attempted to order the same phone model once more on October 10th, and to my surprise, the second order was shipped promptly, indicating a discrepancy in their stock availability. I'm now seeking a refund for the second phone I ordered outright and requesting that my payment plan for the initial order be transferred to the phone that was actually shipped. Despite the efforts of the customer service representatives I've spoken to, the lack of coordination and follow-up have left me deeply dissatisfied with Xfinity's service.

For the past two days, I've been trying to reach service representatives because my phone needs to be activated and I have a replacement phone from three days ago. Daily for about 2 hours, I've been on the phone attempting to resolve this issue. I understand there may be challenges currently, but I really need someone to call me back to help me activate my phone. I have a complete package including Wi-Fi, TV, landline, and mobile phone services. I pay around $[redacted] per month for these services, which I've had for almost two years. Please, can someone call me back to activate my phone? My name is G.D., my landline number is [redacted], and my cell phone number is [redacted]. Thank you.

I have been experiencing an ongoing issue for 38 days as I try to upgrade my phone. Initially, the store directed me to obtain a replacement through Assurant, the insurance provider, which I did. Upon returning for the upgrade, the store couldn't proceed due to the missing IMEI number from Assurant to Xfinity. After contacting both companies and resolving the IMEI number problem, I was assured the issue was fixed. However, even after four subsequent store visits, I am still unable to upgrade my phone. Today, when contacting Xfinity Mobile, they were unable to provide any updates on the resolution of the case.

I visited the Xfinity store in Loveland, Colorado on Saturday, December 1st, from 7:00 pm to 8:15 pm. During this time, I upgraded the phone number [redacted] from an iPhone 7+ to an iPhone XS for my daughter, Brianna, and paid $[redacted]. However, she did not like the new phone, so we returned it to the store and reverted to her old iPhone 7+. The staff member who assisted me was Roberto Jimenez at [redacted]. He mentioned that I would receive a refund on my Chase card or bank account, but I have yet to receive it. It has been 10 hours since we returned the phone, and as it was unused, I am eager to know when I can expect my refund.

I spent countless hours attempting to provide Xfinity Mobile with additional income, only to encounter unskilled personnel. I intended to add two lines to our account. I called in advance to confirm phone availability for my visit to the local Xfinity store, and despite assurance from a representative based in the Philippines, upon arrival, the desired phones were out of stock. Frustrated, a store representative and I ordered the phones online, scheduled for delivery in two days. However, as the delivery date approached, I received no shipping notification. Upon contacting the toll-free number, I was informed that numerous orders had been mysteriously canceled. Displeased with this development, I inquired about Xfinity's customer resolution plan, receiving only a generic apology and refund assurance. Feeling unsupported, I seek reassurance that Xfinity values my patronage through tangible solutions.

Our family has been loyal Comcast customers for many years. We have thoroughly enjoyed our TV channel selection and even upgraded to a higher-tier lineup. Additionally, we are pleased with our top-tier internet service and the added security of Xfinity Home with 24-hour recordings. Recently, I acquired 2 S9 phones through Xfinity Mobile. Unfortunately, due to a job transfer to an area without Comcast/Xfinity services, I am concerned about the compatibility of the phones with other carriers. Can I receive a refund for the $[redacted] worth of Xfinity Mobile phones, or will they work with a different carrier? Your assistance is greatly appreciated. Thank you, Gregg.

I need assistance with a defective LG Stylo Plus device. During a recent call with a helpful representative, the call got disconnected before completion. I kindly request that the representative contact me at [redacted] to clarify if a replacement order for the device has been placed or if I need to follow up. I appreciate the excellent customer service provided and urgently need to resolve this matter as I have a child with a disability requiring my immediate attention. Please leave a message with the necessary information. Thank you.

I have been experiencing issues with my landline phone since around Christmas. Despite reaching out multiple times to get it fixed, the problem has only gotten worse. Whenever I try to call for assistance, the person on the other end can't hear me. This has made it nearly impossible to communicate and is particularly problematic because my husband is dealing with health issues that require phone calls to doctors. I have tried live chat without success, and after 4 months of this, I can't use the phone at all despite still paying for it. I would like either a technician to come and fix the issue or for the landline service to be removed from my account with reimbursement for the months of service I haven't been able to use. This situation is frustrating and costly, especially with rising electric bills. Please resolve this as soon as possible.

About a year ago, a forty-year-old utility pole near Pocasset almost fell but got caught on a dead tree, leaving the power lines and cables suspended in the air. It took months of calls and emails to Eversource to get a new pole installed, followed by more months to transfer the power lines. Despite attempts to inform Infinity, nothing has been done about the situation, and the cables are still holding up the pole. This lack of action is frustrating after a whole year of waiting.

On 3/15/19, I made a $[redacted].00 payment to Comcast with my debit card. On 3/22/19, Comcast returned the payment, attempting to retry it multiple times, resulting in overdraft fees of $36.00 each time. Despite visiting a service store, emailing, and faxing my bank statement, the issue remains unresolved. I acquired the account on Feb. 22,19 at Walmart from a salesman, signing up for a 2-year contract at $82.00 per month with an initial payment of $[redacted].00. In May, I received a bill over $[redacted], which was promised to be resolved but hasn't reflected on my bank statement. Now facing a $[redacted]+ bill, I refuse to make payments until this is fixed. I hold two different reference numbers - #[redacted]70 and case number ESL[redacted]3. Comcast threatens service interruption by 6/14/19 if the bill isn't paid, leading to stress and financial difficulties. I urge Comcast to address this promptly. Thank you, Bobbie Smith, account #[redacted] 10 [redacted].

I went to xfinity mobile in Seabrook, NH in mid-May with my new Samsung Galaxy S8 phone to activate it and sign up for a plan. The male agent said they couldn't activate my Android phone but that it could be done on June 21st. Today, I returned as advised, and a female agent said my phone couldn't be activated now, leaving the timeline uncertain. As a longtime Comcast customer, I expect better service. Can you provide a specific date when I can visit the store to get my phone activated and sign up for a plan?

I am looking for assistance with resetting my "current period roaming" setting on my iPhone 8 under Settings -> Cellular. Additionally, I need help to identify data usage by specific apps through the Xfinity Mobile app during the current billing cycle. Despite my politeness, I received over [redacted] unhelpful text messages from customer service after requesting them to stop texting me. The messages I got did not address my issue, and instead, I received generic responses indicating that a specialist would contact me. This experience has been frustrating, and I hope Xfinity improves its support service. I am still waiting for a resolution to my initial inquiry.

In [redacted], I signed up for cable/internet service with Xfinity and later added mobile service. Unfortunately, I never received the cell phone and have been charged for it. Despite contacting Xfinity Mobile at [redacted] multiple times and opening several cases, the issue remains unresolved. They claim I signed for the phone at FedEx, but I have no recollection of doing so. I requested a copy of the signed document, but one agent says they have it while another says they can't find it. This has been an ongoing problem, and money is still being deducted from my account. I am seeking a refund as I never received the phone, and Xfinity has no record of it being activated. Please assist me at [redacted].

Hello, I am reaching out regarding my bill for this month. Normally, my payment is deducted by the 9th of each month. Unfortunately, I am unable to cover the bill before the 17th when I receive my payment. Is it possible to extend the due date to the 17th just this once? I want to avoid any service interruption or overdrawing my account. Thank you for your consideration.

Yesterday, on 11/6/19, we experienced a complete loss of TV service due to maintenance by the provider in our area. Despite automated reassurances, as of today, 11/7/19, we still do not have service and are receiving a "no signal" message. It seems the system may still be malfunctioning or changes made are affecting our signal reception. The expectation is for the company to promptly resolve this issue to restore our service. If unresolved, we would like guidance on filing a complaint, potentially with the FCC. A fair request would be to receive a credit for the days without service on our next bill. The problem persists as of 7:30 pm on 11/7/19, and we seek a swift resolution.

I am experiencing ongoing issues with my bedroom television not connecting to Xfinity. Despite reporting the problem multiple times, it continues to display a "no signal" message. I have been instructed to unplug the power and other cords from the wireless Xfinity box repeatedly to get it to work, which is quite inconvenient. As a result, I have stopped watching TV in that room altogether. I would appreciate it if a technician could come and resolve this issue permanently. Thank you.