XFINITY Mobile Customer Service Issues

In June, I relocated and contacted Xfinity to set up television and Internet services. During the call, the representative informed me about a promotion to switch our mobile lines from AT&T to Xfinity Mobile. I was assured we would each get a $[redacted] Visa gift card along with the SIM cards. While I received the SIM card for my husband's number, I never received mine. Despite contacting customer service multiple times, the SIM card never arrived, and we did not receive the promised Visa cards. Due to dissatisfaction, we never activated the phones and continued with AT&T. Recently, I discovered we have been charged $33 monthly since June despite not using any Xfinity Mobile services due to the lack of equipment and activation. I would like to terminate our Xfinity Mobile service, return to AT&T, and be refunded for the unused Xfinity Mobile payments. Thank you.

I am in the process of relocating to a new apartment and I am looking to sign up for internet service with your company. However, when I enter my new address on the website, the dropdown list does not include my apartment number. I will be moving in on January 22nd and I would like to have internet service set up as soon as possible. I am specifically interested in the [redacted] Mbps internet service and I plan to use my own modem and router. With a recent bachelor's degree in computer information systems, I am comfortable managing my network independently. I am only interested in internet service and do not require TV or mobile service bundles.

I switched from AT&T to Xfinity Mobile and brought my own phones. Unfortunately, I was very disappointed with the service provided by Xfinity Mobile. I decided to cancel the service and port my number back to AT&T, as I had done when switching from AT&T to Xfinity Mobile. During my time with Xfinity Mobile, we were unable to send or receive plain text or multimedia messages which was a major issue for us. Despite giving the service a 30-day trial, it did not meet my expectations, and now I am facing being sent to collections for a service that did not work correctly. I have been a loyal Xfinity customer for years and I expected better service. I believe I should not be responsible for any charges due to the unsatisfactory service provided by Xfinity Mobile.

I'm wondering why my card information was collected today, and why I wasn't informed that my Xfinity phone bill problem wouldn't be fixed now. Is this an official Xfinity mobile platform since I logged in there? Will they be aware that I attempted to pay my bill today? Is there a record of this chat if I contact Xfinity customer service later? I need clarification on why my card details were requested today.

I lost my phone and was told to call the claim number. Since I don't have a phone, I visited the Xfinity store where the customer service representative filed the claim for me online. I inquired about the confirmation number, and I was informed that all details would be sent via email. I paid the $50.00 deductible but have yet to receive an email with the confirmation and tracking numbers for the phone delivery by FedEx. I am wondering if you could assist in checking if Assurant insurance company has received the claim and provide me with the confirmation and tracking numbers. Thank you, B.

I purchased a phone from Xfinity Mobile some time ago. I was required to provide my credit card information for payments. Despite my sister's mobile account being closed since mid-November, I am still being billed. After visiting Xfinity offices twice and receiving assurances that the account was closed and the credit card removed, I was charged again recently. I seek an immediate resolution to this ongoing issue. My sister's name is Judy Burton, and her contact number was [redacted]. The credit card used was a Visa ending in #[redacted]. Online attempts to access her account show that no account exists, raising the question of why I am still being charged.

Subject: Issue with Account Charges I recently noticed that my account was incorrectly charged a line fee for the Nov-Dec [redacted] billing period, despite having Xfinity internet, voice, and TV services. I am seeking a prompt refund of $[redacted] for this error. After speaking with three agents for over 3 hours, I was told that a $[redacted] credit had been applied to my Dec 21-Jan 22 bill. Consequently, I should have been charged only $15.59, not $[redacted].59. One of the agents assured me that I would receive a confirmation text within 10 minutes, but it has been over 6 hours, and I am yet to receive it. This billing discrepancy originated when the billing department failed to consider my other services after my move from CT to MD on Oct 25, [redacted]. While the line fee from Oct-Nov [redacted] was already credited, the $[redacted] charge for Nov-Dec remains unresolved. I kindly request a prompt resolution without further delay or inconvenience.

I disconnected my modem a few months ago. They charged me for half a month after the disconnection. I never had issues with the service, but I need to travel to Europe for a few weeks due to a family death. For the past two months, they have been deducting money from my account without explanation. I still have the modem and will return it this weekend if the payment issue is not resolved. If they continue to take money without a valid reason, I will involve my lawyer. This situation is unfair since I am not working and they are using my funds without cause. I wasn't in the country as I was told they would disconnect me upon my return for not returning the modem. I just returned two days ago, and money was deducted on the 11th of this month. If I don't receive a satisfactory response soon, I will take further action.

I have had issues with my Xfinity account after transferring five phones. Two of the phones show as inactive, one with the number [redacted] and the other with the new number [redacted]. Despite trying the correct previous carrier account number multiple times, I am still facing activation problems, with one phone taking 4 months. I am frustrated with the situation and considering switching to a carrier that will pay off our phones.

My bill for this month is $[redacted]. I have been encountering difficulties reaching customer service at [redacted]. I believe I am owed a $[redacted] credit for transferring two numbers to your service, particularly the number [redacted]. There was a delay in transferring one of the numbers for about 20 days, which might be causing confusion. I was initially informed that my bill would be $30 for the first line and $15 for each additional line with unlimited data. However, the current bill seems significantly higher. Should I consider switching to Verizon due to these issues? Please reach out to me at [redacted]. Additionally, I have experienced billing discrepancies with Xfinity Internet, where my monthly charge has increased from $9.99 to over $[redacted] due to a security problem. This sudden increase is concerning as I have previously been enrolled in the $9.99 program due to having a child in school.

I received a cell phone that was never activated or opened. Despite calling Xfinity four times, I have been unable to get them to issue a return label. I was told twice that a shipping return label had been issued and would arrive via email within twenty-four hours, but it never did. On the fourth call, I was told I needed to activate the phone to generate a return label, which I find unreasonable. I have been trying to return the phone for two months now and should not be continuously charged for a device I never used. While I understand it's past the fourteen-day return period, the delays are not my fault. Comcast/Xfinity has made this process overly complicated. I just want the line cancelled, to stop being billed, and to return to using my other three mobile phone lines with them. I also believe I deserve a credit for the time and inconvenience this has caused in resolving the issue.

I encountered an issue while setting up my new iPhone 11. Initially, the Wi-Fi setup failed, so I proceeded with Cellular setup, which worked smoothly and transferred all my data and apps from my old phone successfully. However, the new phone remains unactivated. I am unsure how to restart the activation process and choose Wi-Fi setup if required. When I turned off the iPhone, it attempted to activate but eventually displayed a failure message after a few minutes. Fortunately, my old phone is still functional at the moment. I urgently require assistance to activate my new phone.

After signing up for a service, I was unaware of the data usage and costs involved. Following a difficult divorce, budgeting is crucial for me. Initially happy with the $15 per month plan, I was shocked to find out I owed almost $[redacted]. My phone was even disconnected, and $[redacted] was taken from my account without permission. While they refunded the money and restored my phone, the issue hasn't been fully resolved. They also provided me with a gift card and a free month of service. I am grateful for the assistance but still find the outstanding bill overwhelming. Even with the free month, I am struggling to afford the services. They enrolled me in an unlimited plan, which I cannot currently sustain. Dealing with a rent of $[redacted] and a monthly income of $[redacted], paying a bill of $[redacted] seems impossible. I am unsure of how to manage this situation without adequate support. Any arrangement to help me restore my full service would be greatly appreciated.

I recently switched my Xfinity mobile service to a new carrier in January, but Xfinity has continued to charge my account. I filed a claim with the bank, and they refunded me $87.00 and $37.00. However, Xfinity later took the money back, claiming the phone was not canceled promptly. I have had this phone for over 5 years, and your policy states that when transferring to a new carrier, the service is canceled immediately. I am owed 4 months' worth of payments, totaling more than the refunded amount. The math works out to $[redacted] for the owed amount. My Comcast service was canceled over 2 to 3 years ago, and my Xfinity service was canceled in December [redacted]. It is confusing why there was a delay in canceling the phone I have had for over 5 years. I kindly request a refund of my money.

I have been trying all morning to find out if cellular service is out in my area or when it will be restored. We have one or no bars of service showing on both my phone and my wife's phone. I have missed several important calls, so I drove a couple of miles down the street to make them where the service was good. Then, I set up wireless calling and after an hour and a half, got your answering system, which was frustrating to connect me to a human. He wanted me to reset the network on the phone, which caused me to lose wifi calling and I couldn't get it set up again. Are you working on the cell service? Is it temporarily out, or what is the situation? I'm at a critical time for making phone calls, so if it's not going to be fixed shortly, I will change providers. I couldn't seem to get your tech to understand that phones work fine if driven where there is service. There is none here, though there always has been before. Getting this information should not be this difficult.

Our signal strength has dropped to one bar on both of our phones at our address once again. Previously, while with Verizon, we faced a similar issue which was resolved when they provided us with a signal booster. Over time, the booster became ineffective as our signal strength improved to full bars without it. We are experiencing the signal drop again and believe we require either another booster from Verizon or for them to address the tower issue. Despite attempting to reset our phones, the problem persists with only one bar displayed, impacting the functionality. We had previously raised this concern with Xfinity, who advised Verizon would follow up with a resolution, but unfortunately, we never received a response and continue to face the problem. The resolution to this issue must come from Verizon.

I have an Xfinity Mobile account that I started in April [redacted] with the phone number [redacted]. I thought payments would be automatically deducted, but only one out of the three payments (June) went through auto-pay. Due to this issue, I had to use quick pay for May and July to avoid service interruption. I haven't received any statements by mail or email regarding the amount and due date of my payments. The auto-pay is supposed to occur around the 7th of the month, but the varying service cycle complicates this. I would appreciate receiving notifications for the payment amount and due date, preferably with a consistent service cycle each month. As the auto-pay has been unreliable, I plan to make manual payments until this is resolved. To recap: 1. Send payment notifications to [redacted] 2. Maintain a consistent service cycle. 3. Suspend auto-pay unless the issues are resolved. I would like to receive a response regarding these requests. Darlyn McCarty [redacted] Cambridge Dr. Lynden, WA [redacted]

I recently spoke with Andy, a Xfinity Mobile Customer Service Representative, regarding my billing concern. I disputed the charge of $46.14 for the period of June 15 to July 15 as my usage clearly showed less than 2 gigabytes, warranting a charge for 2 gigs instead of 3. Andy clarified that I actually used 2.09 gigs, which is rounded up to 3 gigs due to their billing system. I expressed my dissatisfaction with the rounding up of a mere 0.09 gigabyte, leading to a full extra charge. Furthermore, I noted discrepancies in the accuracy of the billing activity charts and suggested improvements to prevent future customer issues. Thank you, Sheri D. Account Number: [redacted] [redacted] [redacted]

My Samsung Galaxy A13 5G smartphone, obtained through the Internet Essentials program, is experiencing two issues. I'm struggling with these problems and would appreciate some guidance. Name: P. Stenerson Phone: [redacted] Address: [redacted] South 8th St, Apt [redacted], Minneapolis, MN, [redacted] I am 82 years old and proficient with computers, but finding this phone challenging. I prefer texting over phone calls due to difficulty understanding tech support over the phone. Issue 1 - Volume: I can barely hear incoming calls despite trying to increase the volume with the side button. Issue 2 - Answering calls: Pressing the green button doesn't connect the call as expected. I'm unsure how to proceed. Your assistance is valued. Thank you.

My family uses Xfinity Mobile and we recently added a new line for my granddaughter. We ordered a phone through Xfinity Mobile, which was shipped via FedEx. Unfortunately, the phone never arrived. After contacting both FedEx and Xfinity Mobile, we were informed that a police report was required. We obtained the report, forwarded it to both companies, and learned that the FedEx driver delivered the package to the wrong address and the phone went missing when he tried to retrieve it. Despite filing a claim with Xfinity, it has been denied, and now the extra line is appearing on our bill. Xfinity is requesting a $40.00 damage deposit for a phone that was never delivered. After numerous calls to Xfinity, the issue remains unresolved. I am requesting the removal of the extra line charge from my bill so I can purchase a phone independently.