1 Message
Mobil
I've been back and forth with xfinity customer service about my phone upgrades I've been a customer for over 10 years I've had cable internet home phone and mobile service. I HAD mobile service for the last 5 years never been late with a payment and I've also paid off all of our phones on the account. Since I moved from Illinois to Tennessee and they changed my account I lost my ability to upgrade our phones and to be able add another line . I contacted every level of customer service and was lied to time after time I really need help with this because the only option that they are giving me is to pay for the phones full price upfront, why I don't know I paid my bills on time and paid off all my phones on time
XfinityThomasA
Official Employee
•
2.3K Messages
2 years ago
Hi there @user_c3df98. Thank you for being loyal to Xfinity products and services, and congratulations on your new place! I hope the move went well. We very much appreciate you taking time out of your day and 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. We're unable to perform any device or account-specific requests over this platform. As a customer myself I know it's important to have the mobile device you want on a payment plan that works well for you. Learn more about upgrading your phone early, and, if your current device is paid off, you can buy a replacement device at any time. To buy a replacement device, visit the Shop page to select a new device on an existing Xfinity Mobile line of service.
You can reach out Xfinity Mobile team by calling or texting 888-936-4968, and reaching out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7. Have you tried all three contact options to contact our Xfinity Mobile team, and what was the information/explanation you received?
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