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cannot get my phone insured ???

Contributor

cannot get my phone insured ???

when i bought my phone i asked the agent to put me in for the insurance.

when i was billed the insurence was not on my bill or my account.

i called and they said there was a problem and they opened up a ticket.

 

i have never heard back and my phone is still not insured.

Official Employee

Re: cannot get my phone insured ???

 

jamesfrmphilly, I can see the ticket being investigated by our Tier 2 team. I can provide you with any updates here. 


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Re: cannot get my phone insured ???

I had a similar problem a ticket was opened, after 2 wks of waiting (doing multible chats asking for updates) I called a Tier 2 rep answered the phone. After explaining that I had ordered insurance at the time I ordered my phone but it wasn't on my reciept or bill, I was told they can't add insurance after the order is placed (even if you notice the error right away as I did) By this point I already had my phone. The rep told me since I had my phone less then 30 days I could order another phone with insurance & return my current phone, but If I did that I wouldn't get the sale price I got with my first phone. According to the Tier 2 rep this was my only option if I wanted the insurance through xfinity. She said a ticket should have never been open for this & since they have so many open tickets I probably would have not heard back for months. In the end I decided it wasn't worth the hassle & found 3rd party insurance. I'm not happy I will lose out on the free early upgrade after a year though. I was told it costs $30 to upgrade after a year (free if you wait 2 years) without the insurance.

Official Employee

Re: cannot get my phone insured ???

Yes, DawnB2, if you don't have you don't have our insurance program, there are upgrade fees that apply when you are ready to upgrade. Glad you were able to get insurance elsewhere. 


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Official Employee

Re: cannot get my phone insured ???

jamesfrmphilly, I finally have an update from Tier 3. Please send me a private message with your full name and residential account associated phone number for the update. 

 

KenF


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Contributor

Re: cannot get my phone insured ???

Hey ComcastKenF:

 

I read the part about the upgrade fees if you don't have insurance.  Does that apply just to phones you have had a year that are not paid off?  There wouldn't be an upgrade fee if you have your phone paid off and just want to get a new one, would there be?

Official Employee

Re: cannot get my phone insured ???

D- man, at this time, we are not able to upgrade/add a new phone on preexisting lines of service. We are expecting that to roll out soon. When it does, at this time, there will be no fee for the new device activation. 


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Contributor

Re: cannot get my phone insured ???

If you are unable to uprade existing lines, why does it say you can upgrade for $30/$70 or for free if you have insurance?  Does it just say that because you plan to roll it out within a year of when XM first started up so those people can upgrade?

Official Employee

Re: cannot get my phone insured ???

If you are unable to uprade existing lines, why does it say you can upgrade for $30/$70 or for free if you have insurance?  Does it just say that because you plan to roll it out within a year of when XM first started up so those people can upgrade?

D-man, I can't say for certain. I haven't had customers get to that year mark to test that particular upgrade program. The only thing I can say is that we are rolling out the existing line device upgrade super soon. 


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