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.

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XfinityThomasA

Official Employee

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3.6K Messages

1 hour ago

user_r9ccdu - Hello, and welcome to the Xfinity Forums. Thank you for taking the time to share such detailed feedback about your experience. We truly appreciate you bringing this to our attention. To help clarify for you and for anyone else reading, adding a new line is not required when replacing your device. Once your replacement phone arrives, you can activate it as a replacement device rather than as a new line. Using the Xfinity app, you can simply swap the device's IMEI to your existing phone number, and your current plan will transfer to the new device. Check out this helpful document with more informaiton. How do I replace the device on my existing line?
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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user_r9ccdu

Concern about replacement phone activation guidance

XfinityThomasA

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