Visitor
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1 Message
Shady practice from online customer agent
I had a chat online with a customer service agent, asking about internet service plan options. As an existing customer, I was given a couple of speed tiers with optional a new phone line bundled for free. To continue setting it up, the agent asked me the IMEI of my phone (factory unlocked Moto G Power), then sent me a secure link in text message to my current cell number, that requested my SSN and DOB. That was for verification purpose, which I am fine with. Then I was told that the particular phone is not qualified for the new phone line, and the agent tried to make me purchase a new phone from Xfinity. That was outrageous! If the phone is considered unqualified (which is already [Edited: "Profanity"], since this factory unlocked phone works well with various carries), it could have been mentioned before requesting my SSN and DOB. Why bother?! This is very shady practice that Xfinity is doing. I hope this post comes up in search and helps customers avoid such trap.
EG
Expert
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115.4K Messages
3 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityJustinC
Official Employee
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2K Messages
3 hours ago
Hello, @andyworm thank you for reaching out over Xfinity Forums. I appreciate you bringing this to our attention, we're always looking for ways to improve as a company and this is definitely a perfect example on where we can get more training and implement changes. Investigating I did find that Moto G Power phones that aren't purchased from us, do look like they have compatibility issues with the Xfinity Mobile network.
There is a helpful section on the Xfinity Mobile website where you can check IMEI compatibility for a bring your own device, if you have those available and want to check on those in the future: https://www.xfinity.com/mobile/byod/compatibility/imei
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user_8e059f
Visitor
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3 Messages
1 hour ago
LoL.... don't you know? This is how Xfinity rolls.... it incentivizes agents to up-sell any way possible. Agents desperate to meet their numbers will basically try every trick in the book. Its almost akin to scamming... You just have to be very very vigilant and careful how you interact to get your business done.
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