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user_yulv1d
1st Topic

Visitor

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1 Message

Monday, June 23rd, 2025 3:59 PM

Customer service fed up with me cut my cell service

Hello

on Friday my son went to get a new phone and they connected to my husband’s line so my son and husband were without a phone

i calked from morning till 7pm on phone to correct issue

then we got the new phone working by  but today is Monday and my husband’s phone still not working after going to store on Friday SIM cards didn’t work 

so I called this morning mobile customer service and he said I’m looking for your account no help so asked for supervisor on hold for 30 minutes they disconnected due to them disconnecting my cell service so now my husband’s and I don’t have a phone need support no cell service due to customer service 

[Edited: "Personal Information"] or [Edited: "Personal Information"]

my phone had no issues till asked for supervisor 

my husbands SIM card even though we verified it should be send to Tomales CA on emails we see he’s sending it to Hollywood Florida 

need help please a resolution soon 

Question

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Updated 

2 days ago

 • Edited

15

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XfinityThomasD

Official Employee

 • 

1.3K Messages

2 days ago

 

user_yulv1d I'm terribly sorry to hear about your experience and the disconnect with your lines. Though our team is limited in our access to XM accounts to assist directly, we can help create a ticket for our XM Escalations team to help further. Please send our team a direct message with your full name and address.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.

 

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