Early upgrade issue

I'm eligible for early upgrade. But, still not able to upgrade my phone in store. It's almost 2 weeks now. Visited xfinity store times and returned all times without phone upgrade. When I called customer care, they told me backend team resolved the issue and asked me to visit the store. I visited the store today and they told me that it's not yet resolved. Xfinity is just joke. The customer service is not knowledgeable where they pass to other person and still not able resolve issues. The experience just horrible.

If they are resolving my issue within a week, I'm moving to another carrier for all my lines and home internet.

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Responses

CCErika

Problem Solver

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339 Messages

2 years ago

Hello, good morning! I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at comca.st/3f4kdli where an Xfinity Mobile expert is available 24/7?

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user_a62d60

Visitor

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16 Messages

@XfinityErika What's the use of again and again contacting if you guys can not resolve the issue in timely manner? Are you saying you have your bankend team resolving issue when I contact customer care and it will be resolved asap? It's 2 weeks now, even after contacting customer support multiple times, the issue remains unresolved.

(edited)

2 years ago

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XfinityAirelle

Official Employee

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2.6K Messages

Our awesome digital care team is dedicated to residential and business services at this time and do not have access to your Xfinity Mobile account. However, if you have already reached out via phone and chat, we could open a ticket to have someone from that team contact you.

Can you initiate a direct message and start with your full name and address? To start a message, you must be signed in. Please click the envelope icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

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user_a62d60

Visitor

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16 Messages

@XfinityAirelle Done. Let's see when you guys resolve it.

2 years ago

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user_a62d60

Visitor

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16 Messages

@user_a62d60 No updates yet. I'm done with Xfinity.

2 years ago

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CCErika

Problem Solver

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339 Messages

We are still actively working on making sure your inquiry gets resolved, as soon as possible. There is a time frame of 7 to 12 business days to resolve from the initial contact on 3/6. Your time and patience does not go unnoticed we thank you very much for allowing us to assist you.

I no longer work for Comcast.

2 years ago

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Customer Service

user_a62d60

Early upgrade issue

CCErika

user_a62d60

XfinityAirelle

user_a62d60

user_a62d60

CCErika

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