U

Visitor

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3 Messages

Wednesday, June 8th, 2022 1:10 AM

Closed

Issues since switching from Verizon to Xfinity Mobile

I'm re-posting this, in case my original post didn't go through correctly.

Ever since I switched my cell phone carrier from Verizon to Xfinity Mobile, I've had two unsolvable issues arise. They are impactful enough for me that I'm considering moving back to Verizon, even though I save so much with Xfinity Mobile.

First, the moment my service was switched, my cell number was dropped as an option for receiving a security code to access my Wells Fargo Direct Pay for Business account (what I use to pay all my people). I've worked with Wells Fargo on this off and on for 5 months with no solution. Xfinity Mobile insists they don't block anything and yet this issue was clearly created by moving over to them. Doing a factory reset of my phone, Xfinity Mobile's only suggestion, didn't move the needle on this issue one bit.

NOTE: I can receive SMS messages, even from Wells Fargo. Initially, I had the same issue with my credit card company, but it resolved as soon as I re-entered my phone number with them.

Second, ever since I switched, my wife and I are unable to send any pictures, videos or attachments from our phones via email or other phone apps, such as Whatsapp, when we're connected to our home WiFi, without disabling the firewall on our Motorola cable modem first. I can't upload or download files to OneDrive either. This happens on some, but not all, outside WiFi networks too. Since turning our firewall off and on again is a major pain [Edited: "Language"], not to speak of a security issue, we just turn WiFi off on our phones and do things via cellular which creates unnecessary data usage and brings us super close to our limit each month for no good reason.

NOTE: I understand that this is seen as a 3rd party issue to be resolved with Motorola. Still, the fact is that this issue didn't exist when Verizon was my carrier. Motorola has been unable to provide a fix and I can't troubleshoot this when I'm connected to public WiFi networks.

I also had some issues accessing the internet on my phone while I was traveling, both with WiFi turned on and off and with a strong enough cell signal to make and receive calls. I had to turn WiFi off in order to access and send/receive certain things while traveling with Verizon too, but it always worked when there was a cell signal. Since I don't travel like I used to before the pandemic, it's difficult for me to determine how much this is or isn't an ongoing issue so I'm just mentioning it as an aside.

If anyone has had the same issues, especially if you've found a fix, I would love to hear from you.

Thanks!

Paul

Problem Solver

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743 Messages

3 years ago

Hello @user_10d915! Thank you for reaching out to us on our community forum. I hate to hear about the troubles you've experienced with our mobile service. This is never the experience we want for you. 

 

We 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. Our experts can be reached 24/7!

Visitor

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3 Messages

3 years ago

Having similar issues. Switched 3 phones over 3 days ago and service is horrendous. I spent 2 hrs in the store today with them trying to get my phone to connect to 5g and they finally said they did it by deleting some stuff in the connection that's back room computer stuff and then pushed through the 5g. But then I got home and it was the same bad reception and super slow. My wife's phone is the same. Everything  was fine with Verizon and now I'm spending hours dealing with this.  I even spoke to a phone rep and a chat agent before going into the store and they were worthless. 

 I read your post so I tried sending a photo to my wife to see if I have the same problem and it wouldn't go through as well. Going there is a solution but seems like no one has a clue.  

I got a new Samsung Ultra 22 and she kept her Note 10.  If I want to switch back to Verizon I'm wondering how they can do that since I have my phone payment worked into the plan....  but if I can't get the same service then this is a complete deal breaker and there's no one I'll stay with or recommend Xfinity. 

Official Employee

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1.7K Messages

Hello, @user_8296b2, since you have called and chatted with our Xfinity Mobile team send us a direct message, so we can work with the right contacts to help you. When you have a chance send your name and service address to "Xfinity Support." You can do this by using the Direct Messaging icon at the top of the page. 

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Visitor

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3 Messages

I'm at Verizon right now switching back since I'm in the 14 day window with Xfinity.  They told me they can't do anything  about bad service at my home since Verizon gets priority on the towers. NICE TO KNOW AFTER THE FACT. Let it be known that service IS NOT THE SAME WHEN SWITCHING FROM VERIZON TO XFINITY. 

Visitor

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3 Messages

Thanks for sharing 8296b2. It helps to know I'm not alone in my experience. Switching back to Verizon was probably smart, since I don't think there's any real hope of Xfinity Mobile providing fixes. I think it's just the way their setup interacts with the outside world. It makes me wonder why I haven't seen more instances of these issues posted on the internet. Best of luck!

Visitor

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3 Messages

I'm actually making out big time. Verizon is giving me huge rebates to port over 3 numbers.  It's almost laughable. 

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