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Problem: I'm not a customer yet?

Posted by
Frequent Visitor

Message 1 of 20
907 Views
After I moved out from my old apartment to new house my xfinity mobile and website show my that I'm not a customer yet which is not true. I already have a phone. I visited the store and I call and send massages many times with no real solution. Now when I visit the store to they told me to call but when I call they never answer and I send massages, no response. I'm really not happy that the problem is still going for a month and nobody can solve it?
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19 REPLIES
Posted by
Regular Contributor

Message 2 of 20
893 Views

Hi Nasser:

 

Is the phone in your name and being charged to a credit card with your name on it? If it is then you are a customer. If not then I think Xfinity doesn't consider you a customer.

Posted by
Frequent Visitor

Message 3 of 20
869 Views
Yeah the phone is under my name and.and my cridet that being charged with my name!
Posted by
Regular Contributor

Message 4 of 20
859 Views

Is the primary account, the TV, Internet account under your name. That is the account that determines if you are a customer or not.

Posted by
Frequent Visitor

Message 5 of 20
816 Views

yeah under my name!

Posted by
Regular Contributor

Message 6 of 20
807 Views

Then they are wrong you are a customer. What is it you want them to do for you that they won't do?

Posted by
Frequent Visitor

Message 7 of 20
800 Views

It seems there is some glitch with the system. On my dashboard, it doesn't show the status of my note 8 order nor does it show any information on the XMobile App. I get the same message on the app dashboard saying "I'm not a customer" when indeed i am and my card has been charged. Try clicking on the billing tab and see if you see any information. That's where it starts to work for me.Smiley Happy Let me know if you got it.

Posted by
Regular Contributor

Message 8 of 20
789 Views

You should talk with ComcastKenF via DM. He will be able to solve your problem.

 

I'm not an expert on DMing so if you can't do it another way go to this thread "The LG X Charge is $1 right now!" and DM him from there and he will help.

Posted by
Regular Contributor

Message 9 of 20
664 Views
Were you able to get your problem solved?
Posted by
Frequent Visitor

Message 10 of 20
644 Views

No the problem is still has not been solved!!

Posted by
Frequent Visitor

Message 11 of 20
641 Views

Where can I find the Billing botten? I looked every where i couldn't find it!

Posted by
Official Employee

Message 12 of 20
626 Views

Nasseralmuhanna, I can look into your account concerns. I've seen your private message and will respond there. 

 

KenF




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Posted by
Regular Contributor

Message 13 of 20
543 Views

Hi Nasser Just wanted to check that your problem has been solved.

Posted by
Regular Visitor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
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Message 14 of 20
441 Views

I'm having the same problem and would like to know if it was solved or not, and how.

Posted by
Regular Contributor

Message 15 of 20
438 Views

Yes we hope that the posting in the forum actually helps to solve people's problems.

Posted by
Frequent Visitor

Message 16 of 20
403 Views

Having this same problem since moving my Comcast services to a new address. I am very much an Xfinity Mobile customer and quite happy with it other than this error.

Sent you a PM Ken.

Posted by
Regular Visitor
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Message 17 of 20
391 Views

I sent you a pm as well, Ken.

Posted by
Regular Visitor
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Message 18 of 20
238 Views

I run into the same problem. What is the solution?

Posted by
Regular Visitor
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Message 19 of 20
220 Views

You have to call and talk to someone, if you have an hour or two free. I don't so I tried chat, went through the whole deal, they saide I have to call. So I try the message boards, pm Comcasr Ken, never get a reply. Tried the facebook messenger, they reply 24 hours later, go through the whole deal, they give my a ticket number and tell me it is a known issue and my account just needs synced, but that it will take a couple of weeks. I'm so frustrated with this company I'm about to bolt and go back to my previous carrier.

Posted by
Official Employee

Message 20 of 20
114 Views

Hello all, 

 

Apologies for the delay. This is a known issue where some customers who move to a new home do not have that reflected in their XFINITY Mobile account. When you move you are given a new account number and for whatever reason, your XFINITY Mobile service doesn't recognize this change. 

 

If you need assistance with this, you can call our support line or reach out to me to have a ticket created for our Tier 2 team to resolve. 

 

KenF




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Was your question answered? Mark it as an accepted solution!solution Icon
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We ask that you post publicly so people with similar questions may benefit.
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Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon