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Xfinity mobile lost my number

Posted by
Frequent Visitor

Message 1 of 10
367 Views
I have spent 8 hours on the phone with Xm reps. I ported my number in from Verizon and XM lost it!!! I have been waiting for a call back from mysterious ‘tier 2’ since yesterday. No call. Ticket numbers 4901262 and 4904338. I have now been without a phone for 2 days. DO NOT USE THIS SERVICE. I will be contacting a lawyer if I don’t get a callback tonight.
9 REPLIES
Posted by
Cable Expert

Message 2 of 10
338 Views

No one is going to call you, but...

I've asked a Comcast employee to help you. You should expect a reply in this thread. 




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Posted by
Frequent Visitor

Message 3 of 10
322 Views
How do I get my number back? It’s my property. The last rep transferred me to ‘legal response team’ to get the number back. He transferred my call to a GD fax machine! Why is Comcast customer service so god awful?
Posted by
Cable Expert

Message 4 of 10
292 Views

Jaramburu wrote:
How do I get my number back? It’s my property. The last rep transferred me to ‘legal response team’ to get the number back. He transferred my call to a GD fax machine! Why is Comcast customer service so god awful?

If you threaten legal action the customer service reps can't help you any longer. Instead, you'll end up dealing with Comcast's legal department which won't be helpful at all. I understand you're frustrated, but you might want to dial it back on the legal threats so you can get this resolved ASAP. 

 

In my experience, porting numbers usually goes smoothly. When the process fails, it seems like it takes a long time to resolve. Did they give you any explanation?




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Posted by
Frequent Visitor

Message 5 of 10
276 Views
Yes, the explanation is that they typed in my phone number incorrectly on the first request (the Xm rep read the number out correctly but typed it incorrectly). When that failed they did a port and activate on top of it with the correct #. Totally stupid. What is the purpose of tier 2 support if they don’t actually exist?
Posted by
Cable Expert

Message 6 of 10
269 Views

Hang tight my friend, I'll make sure a corporate employee gets eyes on this today.




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Posted by
Frequent Visitor

Message 7 of 10
228 Views
Still no call from tier 2 or corporate. Number is lost. Who should I contact? TechCrunch? Mashable? The Verge? All 3 covered XM launch.
Posted by
Frequent Visitor

Message 8 of 10
221 Views

Trying to activate service with XM was the worst experience I have ever had as a customer. 3 days. 8 hours on the phone. No response on the forums. No help from chat. Rude agents. No call backs from the mysterious 'tier 2.' Seriously, what kind of customer service is this, you cannot call Tier 2 directly and they never call back?

 

And to top it all off, they lost my freaking mobile number!

 

Never use Xfinity mobile, it is not worth saving $20 a month over Verizon Wireless.

Posted by
Official Employee

Message 9 of 10
164 Views

 

Jaramburu, I've checked out your tickets and see they are currently being worked on. Please send me a private message with your account number, full name and address so I can give you the status. 

 

KenF




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Posted by
Frequent Visitor

Message 10 of 10
142 Views
Ken they are 24 hours late responding. Will dm you. Please contact me asap. I’m talking to tech bloggers about this ridiculous experience.