Visitor
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1 Message
Customer service
I have been trying to get an issue resolved for more than six months. In the summer of 2025 I canceled my Xfinity account because of ongoing customer service problems. I switched to T-Mobile, and after a few months, found that their service was inferior, so I decided to return to Xfinity. The salesman in the Xfinity store told me I had to wait 120 days before I could take advantage of the new customer offer at that time. I said I would return in 30 days, but he informed me that he could do a workaround. It turns out he set up a fraudulent account In another name. this new account included my Xfinity Wi-fi And I was to receive one free year of Xfinity mobile. The problems started almost immediately with my getting multiple bills on different accounts. Since that time I have made multiple phone calls and I’ve spent more than 20 hours of my time trying to resolve this problem. Each time I am assured that the problem has been solved, and it never is. I have been paying for my Xfinity Wi-Fi account on time every month, but have been receiving additional bills for a separate Xfinity mobile account. I was told to ignore them and assured that the problem had been taken care of. Now my service on my mobile account has been suspended and I no longer have outgoing phone or messaging. I am at the end of my rope, and I have no idea what to do or whom to contact. Please help.
XfinityMarshante
Official Employee
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1.2K Messages
9 days ago
Hello @user_zht6ns, thank you for taking the time to leave a post. Sorry to hear about everything you’ve been through. After spending so much time trying to get this resolved, I can completely understand why you’d feel at the end of your rope. What you described is definitely not the experience we want for you, especially after returning to Xfinity in good faith and then having to deal with multiple accounts, billing confusion, and now your mobile service being suspended. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, click the "New message" icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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