Visitor
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1 Message
Blocklisting Issue
I am extremely disappointed with the online chat support from Xfinity mobile. Please reference ticket #[Edited: "Personal Information"]. In short, my phone cannot access the xfinity cellular network.
As you will see, my phone was blocklisted.
1) Nobody from the team was able to explain why I was blocklisted.
2) I was told by the team to go to either an xfinity store or an Apple Store to get the issue resolved. I went to the xfinity store at 1445 NE Weidler St in Portland Oregon. They were not able to resolve the problem.
3) I was told on more than one occasion via message and via phone call today with xFinity support that I was taken off of blocklist.
4) Agent today tried to send me QR code for new e-sim but was unable to send it.
5) Agent and Chat support told me to go to Apple store to help get the problem resolved. But, were not able to tell me what they expected the Apple Store to do. It is my understanding that Apple cannot remove me from Blocklist. That needs to be done by carrier. They told me that Apple store needed to support because my phone was BYOD.
6) The aforementioned ticket was closed without e-mail notification when it was closed.
7) I was told on (I believe Monday August 10) via chat that my phone would be removed from blocklist today. That obviously did not happen.
8) I was told today that under my new ticket ([Edited: "Personal Information"]) that my phone would be removed from blocklist in about a week.
Questions to you:
1) Why was I put on blocklist in the first place? I've had this same phone since December 23, 2024. I went to xfinity store and showed them my drivers license to confirm my identity. I have also provided my social security number and have gone through 2 part authentication multiple times since problem was reported.
2)Why wasn't I taken off of the Blocklist today as first promised? Was I taken off or not?
3) Why should I believe that the phone will be taken off of blocklist in a week as per my new ticket?
4 I would like to get a contact person to further discuss this issue. Could you please provide a name and telephone number.
I have spent well over 10 hours on the phone and on chat with agents. I can't begin to tell you what a frustrating experience I've had with Xfinity mobile and look forward to your response.
XfinityAirelle
Official Employee
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3.4K Messages
46 minutes ago
Hi there. We can understand why you are frustrated after spending this much time trying to restore your Mobile service and receiving conflicting information about whether the device was actually removed from the blocklist.
We want to review this from the beginning rather than send you through another round of the same troubleshooting. That includes why the device was blocklisted, the status and resolution notes from the previous ticket, whether the blocklist removal was actually completed, and what action is currently being taken under the new ticket. We can also clarify what the expected completion date means so we are not presenting it as a guarantee before confirming the work that remains.
We are not able to provide a direct phone number for an individual agent or employee, but our Digital Care team can remain your point of contact and continue following the case with you here.
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