Visitor
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2 Messages
Concern about replacement phone activation guidance
I contacted Xfinity Mobile for assistance activating an Assurant replacement iPhone. I made it clear that this phone was replacing my existing phone on my current line.
The representative advised me that I needed to approve an order for a new line with a new phone number, after which they would transfer my existing number to the replacement device and cancel the additional line. I explained that I only wanted to replace my existing device and was uncomfortable approving an additional line because I did not believe it was necessary.
I ultimately ended the chat and activated the replacement phone myself without adding a new line.
I'm not sure whether I received incorrect guidance or whether there was a misunderstanding, but I wanted to report the interaction because another customer might approve the order believing it is required. If this is the expected process, I would appreciate clarification. If not, I hope this feedback is helpful for coaching.
XfinityThomasA
Official Employee
•
3.6K Messages
1 hour ago
We'd also appreciate the opportunity to fully review what occurred. Your feedback is important to us, and we'd like to gather all the details so we can ensure your concerns are documented and shared with the appropriate team for review. Your experience helps us identify opportunities to improve both our products and the customer experience. Please send us a Direct Message.
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