Skip to main content
user_5rx3jo
1st Topic
1st Reply
1st Accepted Solution

Visitor

 • 

3 Messages

Monday, June 22nd, 2026 6:27 PM

Formal complaint

Complaint 1: I ordered a phone for my son’s 14th birthday July 2025. The phone was stolen, it took me 2 months before Xfinity replaced the phone. I did multiple steps before anything was done to assist me

Complaint 2: My phone screen went blank August 2025. I tried to get an upgrade. Encounter issues with that. I took another route; file a claim for a replacement. I received a damaged device. Another device was offered that is also damaged. If I put the phone on speaker no one can hear me. I still have this device and I just settled because I did not want to be without a device for another 2 months

Complaint 3: I had a payment arrangement scheduled, missed the payment. I contacted Xfinity mobile and was advised I have until 6/25 before service will be interrupted. I was asked to pay 234.00. Now I’m being asked to pay 1018. or no service.


Complaint 4: purchased (4) Xfinity pods; upgraded and the ones I have no longer works and 1 pod is $100.

Due to poor service, miscommunication. I am asking if these concerns be reviewed. If nothing can be resolved or addressed as a loyal customer of 12 years, I will identify a different carrier. Xfinity blames everything on their system and has nothing to support their customers.

Question

 • 

Updated 

2 hours ago

 • Edited

17

2

0

Oldest First
Selected Oldest First
user_5rx3jo

Visitor

 • 

3 Messages

3 hours ago

Xfinity needs to do better with how they service their customers. This is sad!

0

0

EG

Expert

 • 

118.6K Messages

3 hours ago

The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

2

0

user_5rx3jo

Visitor

 • 

3 Messages

Thank you! I appreciate the support.

Like

Reply

2 hours ago

0

XfinityAirelle

Official Employee

 • 

3.3K Messages

 

 

Hi there. Thank you for taking the time to outline your concerns. After reading through your experience, we can certainly understand why you're frustrated.

 

It sounds like you've experienced several separate issues over the past year, including delays replacing a stolen device, difficulties receiving a functional replacement device through a claim, confusion regarding payment arrangement expectations and service interruption, and concerns about the value of your xFi Pods following equipment upgrades.

 

We never want our customers to feel like they're being passed around or that their concerns aren't being addressed. We also understand that after 12 years of being a customer, you expect a better experience and clearer communication than what you've described.

We'd like the opportunity to review these concerns in detail, including the device replacement history, the claim-related issues, the payment arrangement interactions, and the equipment concerns you've raised.

 

Can you please send us a direct message with your full name and service address so we can take a closer look?
 
How to send us a direct message:
 
- Click “Sign In” if necessary.
- Click the “Direct Messaging” icon.
- Click the “Start new conversation” icon, which looks like a pencil and paper.
- In the “To:” line, type “Xfinity Support.”
- As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
- An “Xfinity Support” graphic will replace the “To:” line.
- Type your message in the text area near the bottom of the window.
- Press Enter to send it.
 
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

2 hours ago

0

forum icon

New to the Community?

Start Here