Wednesday, July 10th, 2024 9:05 AM


I have Xfinity internet and streaming service. I called them to canceled my streaming service  and this agent asked  me about my phone  carrier and the discount I could get if I switched it to xfinity mobile. So I accept the deal . 

I gave him all my info. He asked me to enter my credit card and social on my phone key pad then he sent me a text message with link to approve it. After that  was completed he said my line is transferred to their service now and told me he is going to transfer me to another agent who is going to activate my phone but  this agent he transferred me to canceled  the transfer without letting me now why he did it.  He told me to enter all my info, When I asked him why I need to do that again when I  already did that with the previous agent,   he said it is a different process. So while I was on phone with him the the first agent that transferred me to him called me.  He asked me if that agent explained to me why he canceled my phone service, I told no.  He  said he was trying to fraud you. he said what he did was against their company policy and he is going to elevate this issue and report to the company.  I was still on the phone with second agent when  called me so I put them on conference call, he asked him why he canceled the service.   He said something about SIM card  but I wasn’t exactly sure what he said and  then hung up the phone.  I went to the Xfinity local office and explained to them what had happened . The guy at local office said he think both were trying to take  a credit for the sale. He said  that’s why the second agent cancelled it so he can start all over again to take a credits for himself. I was not convinced. I am really worried  I feel like I was being scammed with this Xfinity agent. I am  wondering if this happened to you or anybody has a similar story . 

Official Employee


1.3K Messages

4 days ago

@user_rpaiw7 I appreciate you sharing your experience with this Xfinity Mobile activation request via Forums. This is not the way this should've been handled and I apologize for the negative experience you're having with this.


Due to account security reasons we cannot help with this issue over social media. For assistance with this matter, please give us a call at 1 (888) 936-4968 or chat online at https://www.xfinity.com/xfinityassistant/?channel=xMobile and one of our experts will be happy to look into this for you!

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