Visitor
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1 Message
I’m trying to upgrade my data plan but can’t
I’m trying to upgrade my data plan to newer Mobile plus/Mobile select BUT I was told there’s an unresolved ticket from 2023 on a watch line we activated over 3 years ago.
Agent at the xfinity store in Naperville,IL opened a ticket (ECM0026687835). I got a message saying “we couldn’t approve the request”!
I called xfinity phone support & they couldn’t explain WHAT was not approved!
They opened ANOTHER ticket that takes 7-10 working days for a resolution with no guarantee to resolve (CAS4357367).
In the meantime the xfinity staff told me I couldn’t even close my account & port my number out if I wanted to!
Can someone please help with this ticketing ping-pong and let me manage my account OR let me leave Xfinity?
XfinityCarolyn
Official Employee
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500 Messages
9 hours ago
@user_tjs58p, thank you for providing the ticket numbers and outlining what has happened. I would like to review the account and the existing Xfinity Mobile escalation to see what is causing the restriction and what next steps are available. Please send us a direct message with your full name and address.
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