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Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

Frequent Visitor

Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

Sir/Madam,

 

I have been an Xfinity Internet customer for about 4 years at this address and before that I was a customer since 2005 when I arrived in Chicago. I recently received an email telling me that I could bring my own device to Xfinity Mobile so I decided to give it a try and bring my UNLOCKED iPhone 6s (T-Mobile) with me. I called up and was told that I had to go into the store. I trudged into the store in the snow two Sundays ago. The woman typed in my internet account number and up popped a message that said something to the effect of "the customer is unable to bring his own device to the service." They instructed me to go home and get online and order service. But before I left they called Xfinity Mobile (XM) on the phone. The person on the phone told her that I needed to go through some sort of security check and they would have someone call me on a Wednesday at 8 pm to ask me questions (such as "did you live in x address on x date" that sort of thing). I said ok and went home with a case number that referred to the issue. Wednesday rolls around and no one has called. I call later and am told that someone had summarily closed my case number and wrote in the notes something like "customer has a too high fraud score." This perplexed me. The customer service rep told me to call the security area. I call over there and they tell me that they can't help me. In fact, they can't even see the case number. They tell me to call back over to XM customer service (XMCS). I call back over to XMCS who tells me that they can’t do anything and I should call back over to the security people. I call the security people and they tell again me that they can't help and that I should call over to the people in XMCS but this time escalate the call. I do this and the woman takes my information and writes up a new ticket and escalates it to the 2nd tier support. She tells me that they will call me back in the next day (Thursday). The next day rolls around and no one calls. I also write the people in the store who tell me that they can’t do anything and I have to wait for the 2nd tier support to get back to me. I keep my cool and wait. By Sunday no one has called and so I call XMCS. I give them the 2nd level ticket number and they tell me that someone has closed the ticket and that there is nothing that they can do. SO this is 2 times that tickets were summarily closed without anyone bothering to call me. I am wondering what is going on. They tell me to call over to security and security tells me that they can do nothing the tell me to go back to XMCS who tells me that they can do nothing. They tell me to call over to security and get a supervisor. I call over and ask to be sent to a supervisor (by the way you seem to have to get upset to get a supervisor) who looks at the problem. He calls some second level security team who tells him to transfer me over to some XM sales area for help. I go there and get a supervisor who looks at the tickets and can’t really tell what is going on. She told me that it looks as if the tickets weren’t even closed because there are supposed to be reasons in the notes why tickets are closed. She checks and sees that if I wanted to she could open new service for me with up to 5 lines and 5 phones that I could pay off in an installment plan. Let’s stop for a moment and reassess: I can’t seem to transfer my own device because my “security rating” is too high (something that this customer service rep had never heard of) BUT I can open NEW service with, say, 5 brand new iPhone X devices and be granted something like $5,500+ worth of credit to do so. This makes no sense. IN any event, she can’t help me because bring your own device can only be done in store. She tells me that I should go to another store (not the first time I am told this) but I decide to go back to the same store because I should not have to go to another store to get this simple thing done. I arrive at the store on a Monday (8 days after I go into the store the first time). I give them my Xfinity Internet account number and the first thing that pops up (just as it did the last time) is the same message saying that I can’t bring my own phone and that I should go home and log into the computer and begin the process of getting service. So basically, I am being told that I have to buy a new phone to establish service even though I am bringing a perfectly good and usable unlocked phone (I bought it directly from apple unlocked). They call XMCS on the phone from the store and they are told that nothing can be done. They can’t do anything in the store. The people on the phone can’t do anything. No one can tell me why I can’t seem to bring my phone to establish service. NO ONE CAN DO A THING UNLESS I SPEND MONEY AND BUY A NEW PHONE.

 

I feel as if I am in a Kafka novel!

 

As I told them in the store, it should not be this difficult to establish service.

Official Employee

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

cptodd1, thanks for posting this. I am sorry to hear about your experience. Some customers are not eligible to enroll in bring your own device (BYOD) based on a retail fraud flag. I have had a few customers on the forums who were in the same predicament. For whatever reason, your account has an extra layer of fraud protection that can only be satisfied by an online purchase. 

 

At this time, we do not have BYOD available for activation online. Thus, you will not be able to participate in the BYOD program until it has been made online. Apologies for the inconvenience. 

 

KenF


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Frequent Visitor

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

The Kafkaesque nightmare continues it seems. I have fallen into some sort of in-store “fraud flag” nightmare that no one seems to be able to fix or even explain to me. The illogic of being able to get service and credit via phone sales but not in the store (when I want no credit at all) baffles me and should trouble higher-ups at Comcast.

 

Your procedures seem to fly in the face of and insult sound logic and good sense. It should not be this difficult to establish service.

Official Employee

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

I understand your frustrations. You will be able to enroll in BYOD once we make it available online or if a work around is created in stores. I do not have an ETA on either option at this time. 

 

KenF


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Regular Contributor

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

After being caught in the XM CS version of "One Flew Over TheCukoo's Nest" when it comes to byod, I ashamedly caved in. I bought an Iphone  SE from XM just to give XM my business. Except for saving a few bucks, I can not explian even to myself why in the world I did that.

New Poster

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

Wow.....xfinity. This is nonsense and illogical! I was thinking of going to XM, but after this mans nightmare, there is no way. Fix the issue, this is a red tape loop hole nightmare created by your own company. It has deterred me from transferring service and it will others as the last anyone wants is to spend hours on the phone or go into a store for your mess that noone is educated in fixing. So thankful for the review and thankful that XM response showed no compassion and no attempt to fix their own ridiculousness. You wont be seeing me as a customer, you have to do a whole lot better than this.

.
Regular Visitor

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

Not getting much better in the Cuckoos Nest. Everyone is very polite and apologetic. Good traing Comcast. I began the service in January. No problem transferring over phones since both my wife and I had iPhones that came from Verizon. Hmmmm? Problem stated when my 5 lost the ability to make calls in mid May. Called tech. They couldn't figure it out. Went to store and they changed the Sim card at the suggestion of tech. No help. Came back in a couple of days to purchase a new phone. Chose the iPhone 8 but they couldn't complete the transaction in the store. Told I needed to order it on line and bring it into the store. Really!!! They could not sell me a phone! Left not happy. One week later I drove to another Comcast store, again 20 minutes away, and two different associates tried to complete the transaction and their screens would not allow them to complete the transaction. Asked it I could go to Aple and purchase a phone and bring it into them. I was told no, that phones purchased directly from Apple could be transferred? Went home frustrated again.  Looked up responses on transferring phones from Apple and it confirmed what was said in the store about transferring phone bought directly from Apple. Went online to order a phone from Xfinity Mobile.SE, 7, 7+ (except128) alll out of stock. The SE, 7, and 7+ availe in 32 GB on 6/25/2018. That's estimated so I have no faith in it actually arriving. I can purchase the iphone 8 and 10 (700 to 1,000) or the Samsungs s8 or 9. Funny how the price points on these phones keep moving North. Sooooo, I can either continue to go without phone service that I m paying for until Xfinity gets the phone I want in stock, buy a phone that is more than I want to pay or need, or I can go to Apple and purchase a phone and try to get it transferred over to my line. Oh, that's the aother part of the story. I have been assured repeatedly by Customer Care and Sales that yes, I can bring an unlocked phone from Apple directly and it can be transferred. How lucky do I feel???

This is really insane Comcast. Your big boys and girls and if you want to be in this business stop making it so hard. Phone and Data service is good (thanks Verizon). Customer Support is 

respectful and courtious. Execution is really poor. Help your people to help your current and portential customers.

Highlighted
New Poster

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

I too went throught the run-around only to be told that need to buy a new iPhone. I call BS. 

Official Employee

Re: Xfinity Mobile THE WORST!!!! (Bring Your Own Device Problem)

Hello, the BYOD program is compatible with numerous IPhone models. To see if your phone is compatible with the Xfinity network please click on this link. If you require further assistance please reach back out to me here. 


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