HORRIBLE EXPERIENCE

11/11/2026
ECM [Edited: "Personal Information"]
ECM [Edited: "Personal Information"]

Escalation
Supervisor placed call on mute for 10 mins. Refused to help with RCS issue that has been going since 11/10. Spoke to 4 reps and 1 supervisor. No resolution. The supervisor eventually returned to the line and then hung up on the phone. I was informed the issue will take 3 days to fix.

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XfinityFrank

Official Employee

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2.8K Messages

35 minutes ago

Hi there, @user_d3utlf. Thanks for reaching out to us here on the Community Forum. Sorry to hear you're having trouble with RCS and with engaging with agents. Usually we would troubleshoot this issue with you and if it is not resolved, a ticket would be opened. However, being hung up on is not something that should ever happen. We would be happy to go over things with you again to see if we can get you going. Could you tell me what is happening with RCS including any error messages you're receiving?

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user_d3utlf

Visitor

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2 Messages

I'm not able to receive messages

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31 minutes ago

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XfinityFrank

Official Employee

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2.8K Messages

Thanks for confirming, @user_d3utlf.

To get started, here are a few things to try :

Make sure both you and the sender have RCS enabled.

-Android: Google Messages > profile icon > Messages settings > RCS chats

-iPhone: Settings > Apps > Messages > RCS Messaging and requires iOS 18+).
Ensure your phone is fully updated.
Verify you have Wi‑Fi or cellular data available since RCS uses data.

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15 minutes ago

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Customer Service

user_d3utlf

HORRIBLE EXPERIENCE

XfinityFrank

user_d3utlf

XfinityFrank

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