XFINITY Mobile Customer Service Issues

I have been trying to contact a mobile customer support agent for several days to obtain a pin to transfer my phone number to another company. Despite my efforts, none of the agents I spoke to seemed to know the necessary steps. I managed to find instructions on your website on how to do this myself, but unfortunately did not receive the text message containing the pin. Now, I am unable to locate the steps I initially found. It is confusing to me why the customer support agents, who are supposed to be trained, cannot provide the same guidance. I have asked multiple agents for assistance with no success. Can someone please assist me with obtaining the pin I need?

Order #[redacted][redacted]96 for two SIM cards was initially scheduled for delivery by Aug 17 but has been out for delivery by FedEx starting from Aug 20. Contacted FedEx with no resolution. Spoke to Xfinity Mobile customer service on Aug 22 to request re-shipment of the SIM cards and was assured by the representative that they were sent again, expecting them to arrive by Aug 24. Notified the agent about the billing cycle starting on Aug 22 and expressed concerns about being charged for a service not received, to which the agent mentioned a discount for the month. Seeking assistance to resolve this issue promptly. Regards, T. Cohen

I recently switched from Xfinity Mobile to Verizon. Upon porting my numbers over, I expected Xfinity Mobile to automatically cancel the account. However, months later, I was offered a free phone by Xfinity Mobile, which I accepted. When trying to activate the new phone, I realized they were still charging me for the numbers that had been successfully ported to Verizon. After numerous failed attempts to resolve the issue with Xfinity Mobile customer service, I returned the unopened phone to the local store. Despite this, the same phone was re-delivered to me by FedEx, falsely stating that I had signed for it. I informed FedEx to return the package. I fear Xfinity Mobile may try to charge me for the device. Their customer service has been unhelpful, with agents hanging up on me. I seek to communicate these ongoing issues to Xfinity Mobile in writing, as FedEx continues to be unclear about the return process. I remain apprehensive about Xfinity Mobile's handling of the situation.

My name is Elizabeth. I live at [redacted] Southway Drive, Newark, Delaware, [redacted]. The last 4 digits of my social are [redacted]. I have contacted your office several times about a return label and have not received it despite numerous attempts. During my last 6-hour call, the agent said she would call back in 30 minutes but never did. This level of service is unacceptable. I am considering cancelling my Xfinity services due to this disappointing experience. If I don't receive the return label or proper assistance, I will involve my lawyer. Thank you for nothing. Elizabeth A.

I recently switched from T-Mobile to Xfinity Mobile and accidentally selected a new phone number instead of keeping my old one during the setup process. I've contacted Xfinity customer support, but after talking to three representatives, we got disconnected while trying to port my old number. Now, my phone is unable to make or receive calls. I urgently need to revert to my old number, [redacted]. The current Xfinity number, [redacted], is not functioning. I have important accounts linked to my old number for security purposes, and it's crucial to regain access. I can confirm that my new number was working correctly before speaking with the third agent. Thank you for your assistance. - Delon LaMar

I signed up for government-subsidized internet service, and was offered a $9.95 monthly mobile plan with a Motorola phone. I requested that my old number ([redacted]) be transferred but this was not possible. I received the phone in March [redacted] with a broken screen despite spending hours on the phone with customer service. Bills were sent to my old email even though I never used the phone. After several failed attempts, I was promised a shipping envelope to return the phone at no cost, but it was never sent. I've been charged for seven months despite trying to resolve this. I need a refund for the phone with an incorrect number. The number I verified is now [redacted]. This situation has caused issues with my internet service, which is unacceptable. Language barriers with overseas customer service have made this process frustrating. Laura Sexton Chattanooga, TN. [redacted] [redacted] Original email: [redacted] Thank you for addressing this promptly.

Dear Xfinity Mobile Management, I am writing to voice my dissatisfaction regarding the unexpected charges for 21 extra units of data appearing on my bill without any prior notification about reaching my data limit or being offered the option to purchase more data. Additionally, the Xfinity Mobile app does not function on the provided phone. In the past, I have never exceeded my data limit with other carriers as they always notified me via text or alert. My bill, which should have been $15, skyrocketed to an alarming $[redacted]. Despite contacting customer service multiple times, the matter remains unresolved. Kindly reach out to me via phone, email, or text to address and rectify this issue. Thank you.

I'm struggling to get in touch with Xfinity Mobile today. They were supposed to activate my iPhone 13 by calling me, but I haven't received any calls. I was told I didn't need a SIM card, but I can't reach anyone for help. I'm feeling uneasy about this service. If I can't connect with a representative, is there a way for someone to call me on my phone at [redacted]? My address is [redacted] 118th St., Lot [redacted].

I am having trouble signing into my current Xfinity Mobile account where I am billed. I recently moved to Arizona and no longer have internet service. I have two devices on my plan, and my phone number is [redacted]. The last 4 digits of my account are [redacted], but I do not know the full account number to access it. I attempted to reset my password using the phone app, but it did not resolve the problem. Any assistance would be appreciated.

I am frustrated with Xfinity Mobile services as I have been incorrectly charged from March 20, [redacted], to October 15, [redacted], despite canceling my plan in-store. Even after removing my billing and card information online, charges continued. I demand reimbursement for the unauthorized charges below: - March: $16.05 - April: $16.07 - May: $16.05 - June: $16.05 - September: $48.47 - October: $15.78 I am open to resolving this issue with a knowledgeable representative and expect a full refund and the plan cancellation. Please contact me at [redacted] or [redacted] Thank you.

I spoke with a XFINITY representative who assured me that I could get a GALAXY A 15 G 5 MOBILE PHONE and transfer my XFINITY landline telephone number to the mobile phone while keeping the same landline number. I later discovered that this was not possible, as both numbers couldn't be the same. Consequently, I returned the mobile phone within two weeks, resetting it to its factory settings. XFINITY is now billing me $[redacted].50, claiming $[redacted] for damage and $35 for restocking. I contested these charges, refusing to pay because I would not have made the purchase if both telephone numbers couldn't be the same. I returned the phone with all the accessories and documents, and it was in perfect working condition. However, the inspection team reported that it was not in the same condition as when I received it. I requested the contact information for the person responsible for the inspection but was put on hold for over 20 minutes before hanging up.

My son suggested I bundle my phone and internet services in late August, but I am disappointed with the confusing service. At 79 years old, I struggle with English and financial matters. Currently, I pay $45 monthly to Comcast and $30 for unlimited service with Boost Mobile. Recently, I received a bill for over $[redacted], explaining that I am now locked into a 24-month contract for a phone I didn't realize I was agreeing to. Visiting the store was difficult due to my health, and the manager treated me disrespectfully. I prefer simplicity and do not wish to be tied to a contract for a phone. I rely on my Xfinity box for streaming, not a new phone. If this issue is not resolved, I will consider sharing my experience in the local newspaper. Thank you, Heidi L.

While I was working overseas for the US State Department in Ashgabat, Turkmenistan for over three years, someone ordered a telephone in my name using my home and personal data. I have been receiving bills and threatening letters from collection agencies. I have documentation proving I was not in the United States nor did I order the phone. I have begun submitting the necessary paperwork to the Salem County Courthouse to sue for damages and additional punitive damages. I am deeply sorry this has occurred. I believe compensation of $10,[redacted] is warranted due to this situation. I have evidence from the US Embassy proving I was not at home for over three years. Other packages delivered to my home from Amazon have been resolved. Please address this promptly or I will take further legal action. I have all the documentation and will provide the docket number once available for your representative to participate in court proceedings.

Hello, I recently switched to Xfinity Mobile about three weeks ago and have been experiencing connectivity issues ever since. The problems I am facing include consistently poor signal strength with usually only one bar of service, occasional periods with two bars for brief moments, and at times, total loss of connection with an "SOS" message. The signal problems make it difficult to make calls without voice interruption and unclear video quality. Additionally, my mobile internet is not functioning at all, preventing me from browsing or loading videos. I have reached out to Xfinity Mobile's support team numerous times, speaking to their tier 1, 2, and 3 representatives approximately 20 times over the past three weeks. Despite having a ticket number opened ([redacted]0) and receiving assurances of a follow-up call with next steps, I have not heard back in the past 2-3 days. I am extremely frustrated with the service and urgently require assistance. Please respond promptly and contact me at [redacted]. This is my final attempt to resolve these issues before considering termination of my service.

After having this account for almost 2 years, the account was put in a different name, and I had no access to it. I was not able to pay the bill with no access. My service was suspended. When a payment was made, the service was suspended again. This is unacceptable and the worst experience ever. An email was sent saying I requested my service to be cut, and that is not the truth nor does that make sense. I've been calling for two days and still no progress! This needs to be addressed now.

I would like to address the issue regarding my enrollment in the ACP program with order #[redacted][redacted]63. Despite being informed that I am not accountable for the device payment, I have noticed monthly charges debited from my account. While I received a refund for the device payment once, the funds were incorrectly applied to my xfinity mobile account, resulting in an additional device charge. Additionally, I received notification of an improper credit check, which has since been rectified. Unfortunately, I was unable to obtain credit for a phone purchase. To prevent further incorrect charges, I have taken proactive measures. I am expecting a refund for all device charges on my account. Thank you.

Xfinity continues to charge me for a closed account with acct. number [redacted]. The account closure was scheduled for the end of Nov./beginning of Dec. There was an issue returning a Google Pixel5 phone to the Gig Harbor store. I had to ship it back myself with a self-print label. Despite returning the phone and following the necessary steps, I keep receiving reminders to return a new phone and am being charged for a phone I don't have. Please resolve this issue and refund the charge. The Gig Harbor store should have a record of my interactions. They were unhelpful when I needed assistance with closing my account and returning the phone. Regards, Brian Campbell.

At the end of November [redacted], I cancelled my Xfinity mobile phone service. I noticed that charges are still being applied to my account (acc.# [redacted]). I plan to contact my bank regarding this issue to prevent further payments and request a refund for the last payment. I have returned the initial Pixel 6a and the replacement Pixel 6a that was sent to me without my consent. I followed the FedEx self-print label instructions for the returns. Hopefully, this will resolve the situation. -Brian C.

My bill is confusing. I have an open dispute pending and was promised a call within 7 days, but no one has reached out yet. I am waiting on a credit resolution and guidance on returning an unwanted phone ([redacted]), while needing a sim card for [redacted]. Despite having 2 lines, I am being billed for 3, including a phone that was meant to be free as part of a promotion. I received a $[redacted] credit that was later reversed without explanation. I expect to be billed $[redacted].62 monthly from the phone activation date, but I never received clear activation instructions until visiting a store. Please adjust for the months the phones were not in use. Thank you, Nancy S. [redacted]

I have all my home services through Xfinity and recently considered switching to Xfinity Mobile from Verizon due to the high costs. After confirming my wife's Samsung Galaxy S8 was compatible, I started the process on January 10, [redacted]. I selected Xfinity's Unlimited Plan for my wife and the 1Gig Plan for myself, keeping our phone numbers. Even though I had to get a new phone, things went smoothly for me. However, when it came to transferring my wife's phone, we encountered issues. Initially told she needed a new phone like the Samsung A53, it later turned out her S8 was compatible after all. Due to conflicting information, we ended up with a Samsung A13 that she finds inferior. I reached out to Xfinity on January 31, [redacted], to address the situation but was informed about fees for returning the A13 and switching back. I am seeking a resolution: returning the A13, waiving the $[redacted].53 charge on my bill, providing a Samsung A53 at no cost for my wife, and maintaining the agreed-upon monthly plans. Currently, my wife is without service as we await a SIM card. Thank you.