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user_44o7hl
1st Topic
Originator

2 Messages

Monday, March 11th, 2024 9:02 PM

Closed

Need to talk to a regional manager

We recently upgraded our plan and added our phones to the plan. The store talked us in to the new "free" pixel 8 phones. We are unable to get them to work properly, so wanted to go back to our old phone.. The store claims they can't get into our account to help us.  We need to escalate this beyond the local store.

Question

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Updated 

1 year ago

358

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XfinityKrista

Official Employee

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1.5K Messages

1 year ago

Hello @user_44o7hl, thank you for taking the time to reach out on social media. 

We have a specialized team of experts that are able to assist our Xfinity Mobile customers. That team can be reached at 1 (888) 936-4968 via text message and over the phone. If you'd rather chat with a Mobile expert online, that can be done through this link comca.st/3G78PAk. Here's a link to our Xfinity Mobile website https://www.xfinity.com/mobile/.  We know our customers are the best part of Xfinity and appreciate you taking the time to give us the opportunity to help.

 

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user_44o7hl

2 Messages

@XfinityKrista​ 

The whole situation got worse after this message we have literally spent hours and hours at the Xfinity store. The absolute worst customer service I ever had. 

At this point we have our old phones back and working, but only because they passed us off to some tech specialist.  You say you care about us as a customer, in Loveland Colorado, that's an absolute lie. The people at this store are worthless and clearly don't care.

1 year ago

0

XfinityRay

Official Employee

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2.7K Messages

Thanks for updating us on this situation,

user_44o7hl. I apologize that you are feeling this way and that it was not quick and easy switching back to your old phones. We want things to be simple and I understand you spend a lot of time working on this. Thank you for seeing this through! Now that your old phones are working, were you able to get the Pixel phones returned or do you have plans/instructions to do that? 
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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