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Escalation Request – Unable to Replace Phone Despite Long-Time Xfinity Loyalty (Ticket [Edited])
I’m writing to request assistance with a long-standing issue that has not been resolved through regular support channels.
We’ve been loyal Xfinity customers for many years, with both Xfinity Internet and Mobile service. Two years ago, we sold our home and were forced to cancel our internet service, as our new temporary residence wasn't eligible. We kept Xfinity Mobile, even with the increased price due to not having internet, and never had an issue — until now.
One of our mobile phones (number: [Edited: "Personal Information"]) recently broke, and we were told we cannot purchase a replacement device unless we re-establish Xfinity internet service. This policy was never communicated to us at the time of internet cancellation, and we are willing to pay full price for a replacement phone. A support ticket was opened ([Edited: "Personal Information"]), but we have not received a meaningful resolution.
Importantly, we are currently building a new home and will be re-subscribing to Xfinity internet in the next few months as soon as service becomes available at that location. We are long-term customers — we just need a way to replace a broken phone while we bridge this short period without internet.
We would very much appreciate your assistance in allowing us to replace the phone on the [Edited: "Personal Information"] line at full price, even temporarily bypassing the restriction, as a courtesy given our loyalty and upcoming bundled services.
Accepted Solution
XfinityJanelle
Official Employee
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1.5K Messages
2 days ago
Hey @mms1111 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding your Xfinity mobile phone. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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