New Poster
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9 Messages
Prompted to return equipment but have no equipment to return
I upgraded my account. Comcast gave me a separate account number etc. Frankly, it's been a nightmare because one account has my old information, the new account has my new account minus the cell phone account that was supposed to be free--you charge me every month on my cell phone account. But now you're asking me to return equipment and threatening fees from my previous account. The equipment should have just been transferred to the new account. Not only do I have to CALL customer service every month to get the credit on my cell phone account, but now I have to CALL customer service to figure out this current mess. Just fix it. Fix both issues.
XfinityMatthew
Official Employee
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1.9K Messages
11 hours ago
Hello @eph221 Thanks for reaching out to us here on Xfinity Forums. Sorry you have been dealing with the phone issue for quite some time it sounds like. For that particular issue we will need to open a ticket with our Corporate Mobile team to have them add the discount so you don't need to call in each month. It also sounds like a new account got opened instead of a normal package change to the existing account. So we will need them to move the mobile over to the new account as well.
Based off similar situations, I am assuming the new plan is a new customer deal which is why a new account was created. Most likely the modem is still on the old account and that is what is getting flagged. But since you are planning on using it again you are not at risk of being responsible for those fees. Worst case they'd automatically get waived once the equipment moves over.
Please send us a direct message with your full name and service address and we will look into both of your concerns.
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