@ComcastKenF I was in an Xfinity store the other day and finally got somewhere with this. I sent you a private message here on the forum with a semi-related issue if you don't mind checking it out. Thank you.
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So I've just really had an overall terrible experience when it comes to customer service/account issues as far as Xfinity Mobile is concerned.
And I've really tried to give you guys the benefit of the doubt because I understand that you are new to the mobile market and you are severely overstaffed based on the demand you have had for this new service.
I get it, certain things just weren't anticipated. That's fine, I have a good amount of patience, but when it comes to this situation I'm in now I just don't even know what to do at this point.
I have 5 lines - 5 devices on my account. During travel recently, two of the devices were lost (two iPhone 7 Plus Red 256GB smartphones). At the time we signed up for service, mobile protection was not available as an option, and when the initial offering of it was available for a very short amount of time we did not get notified that it was available, and missed the signup window (though this is now available for all customers) and thus these two phones which were lost were not covered by mobile protection.
And you know what, that's fine. I wasn't under protection. I am willing to continue to pay for these devices monthly until they are paid off completely.
That said, I *need* to get these two devices replaced. That means I will have to pay for 7 devices on a monthly basis since I will have to add two more devices to my account so that I can get these lines activated again.
From talking to customer service - probably 15 or so different representatives over the past couple weeks, I have been told that this isn't a problem. This is a unique situation and even when signing up for service there was a part of the agreement that stated if a device is lost or stolen or otherwise not working, if it's still being paid off monthly, it will still need to be paid off monthly (as with any contract). This tells me that the ability to pay for devices which like in my case were lost exists in the Xfinity Mobile system, and from a couple different representatives that's basically what I've been told as well.
So the problem is that when I go to order the two new devices for replacement online, it won't let me since I already have 5 lines on my account. It says this:
"Nice to see you again!
Here's the deal: we've got a 5 device limit per customer, so you're at the max. But if one of them is lost or damaged, we're happy to help you replace it. Chat or call 1 (888) 936-4968 with us to make it happen."
Okay, so that really confirms my statement above, and it's obvious since again it's a unique situation, and I just have to place this replacement order over the phone...
So I called the number listed in the notice above and explain the situation to the representative, even though I've explained it about 10 times already and it should be noted in my account but apparently it's not, and I swear to God I play musical chairs with customer service representatives because NOBODY knows how to make this happen - to simply send me two new devices, add them to my account so I can pay them off monthly which is to be expected, while paying monthly for all the other devices (including the two lost devices) on my account like normal. Every single time I explain the situation, the representative tells me they need to transfer me to a different department and I have to explain it all over to them and EVERY SINGLE TIME after doing that I get transferred again. This must have happened over 5-6 times by now. It's just ridiculous.
Does anyone have any experience with a situation like this or know someone who can help me resolve this? I think I am being more than understanding about EVERYTHING and again have no problems with having to pay for lost devices which weren't under mobile protection (because that's my loss, it stinks but that's just how it is)... it just seems like nobody at Xfinity Mobile knows how to go about this situation.
Thanks for reading.
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For the past month or more I've been trying to simply move two Galaxy S8+ devices/lines which are on my xfinity account, onto my parent's xfinity account (they had AT&T TV/Internet at the time Xfinity Mobile launched but wanted Xfinity Mobile so we used my account to make this happen)...
AT&T is just absolutely horrible here and I convinced them to get Xfinity TV and Internet to replace their UVerse service. Since this happened, it's logical to move their two lines/deviecs over to their own Xfinity account and off of mine.
This should really be a simple task - at least for a normal mobile carrier, but I have not been able to get ANYWHERE with any level of customer support with this. I've been told in chat that it has to happen while speaking to a rep on the phone... I've been told by a rep on the phone that such an action can only be performed by me (what?????) online at the xfinity mobile website... I've been bounced between level 2 support and God knows where...
All I need to do is move two devices/lines from my account to my parent's account - so they can pay their bill directly instead of having to pay it through me every month.
Is all hope lost? I'm hoping with this written clearly here on the forum someone @ comcast may be able to assist me with this situation.
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