Minos's profile

Regular Visitor

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7 Messages

Fri, May 7, 2021 7:45 AM

2 days , 8 hours, ~8 agents chat/text/phone - still no fix

Hi !

Hoping that a Comcast employee can help me here or at least have a way to track the whole support case to completion across different support sessions. I've been passed multiple times between chat/text/phone sessions being told that either a different team will help me or that  "it's fixed" but have to wait "sometime" to see it working and to return in 1 hour if there's still an issue at which point the cycle repeats itself even though every agent tells me they put the notes into my account.
The root cause of all my issues seems to be the move to a new address at the end of January. Instead of updating my account with the new address, a new account was created and linked to the account from the old address. Since it's the same personal info on both accounts this creates an issue accessing any accounts, including Xfinity Mobile. Service, bills and AutoPay and QuickPay systems still manage to find me and work fine, but any attempt to make any changes like updating the credit card used or unlocking my cell phones are not possible. It got to the point that even xfinity.com/id cannot find me by SSN or email or phone number even though the cell phones work just fine. I can still login to xfinity.com and see the two Internet accounts. Various support people think that unlinking the accounts would solve the issues I'm having but the procedure to unlink the accounts is also not working for 2 days. Keep getting an error "Sorry, A communication error has occurred. We have been notified and are looking into the issue. Please try reloading the page or coming back later. Reload"
Can somebody help me unlink the accounts ? Or even better, fix my Xfinity IDs and Xfinity mobile account number so that I can unlock my phones (already verified with agents that I meet the eligibility criteria). 

Have a nice day
Dani

Responses

ComcastRayana

Official Employee

 • 

229 Messages

1 m ago

Hello, @Minos. Thank you for bringing this to our attention. We are able to stay with our customers over time to ensure things are fully resolved. Unlinking the accounts would remove access to the previous one, leaving only the new account, so that is headed in the right direction. I would like to further assist since the unlinking process is not working for you. We will get this fixed!

 

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Regular Visitor

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7 Messages

Thank you for your quick reply ! I've started a private message per your instructions

Regular Visitor

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7 Messages

For the benefit of others in similar situation.  I was prompted with this message: "SIM service provider unlock PIN. Unlock attempt 1 of 10" when trying to use a different SIM card. Xfinity mobile confirmed that my phone was already unlocked. However the "standard" lock is what's called a "network lock" (NCK), but the above message is due to a "service provider lock" (SPCK). Once that nuance was noticed, Xfinity mobile provided me the the SPCK unlock code and now my phones can be used with different SIM cards. 

Official Employee

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3 Messages

I'm so happy to hear that we finally got this taken care of and that Liliana was able to help out. I'd like to ask do you have any other questions or concerns at this time? 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

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