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user_sgr102
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24 Messages

Tuesday, December 10th, 2024 8:52 PM

STILL trying to add a 4th line to my account! This is crazy!

I joined Xfinity Mobile in May of 2024 and successfully transferred my number and the numbers for 2 of my kids from Verizon. I've been told by Xfinity that I don't have high enough credit for a 4th line. 

I have been an Xfinity customer for more than 25 years and my credit score is above 750. I’ve moved two times over the past 25 years and brought Xfinity with me every time. During my last move, customer support messed up my account. It took a long time to figure out what had happened and the solution they chose was to cancel my account and create a new one.

 

It seems that Xfinity now thinks I’m a new customer and won’t let me bring my wife’s line over from Verizon. I've tried calling Sales Support multiple times and I've been into more than one Xfinity store. No one seems to figure out how to run a new credit check nor look into my customer history.

 

I’m literally trying to give this company more money and more business and they’ve made it impossible. I have been trying to get this done for months … but, most recently, I've been trying so that I can get my wife off of her old phone. I wanted to get her the new iPhone when I brought her onto my plan.

 

Can ANYONE help me with this??

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14 days ago

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XfinityMartyR

Official Employee

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1.7K Messages

2 months ago

 

user_sgr102 Thank you for reaching out! We can open a case to the Xfinity Mobile Team for you, to have your concern investigated. Please send us a direct message, so we can get that started for you. 

 

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user_sgr102

Contributor

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24 Messages

2 months ago

I tried calling 611 right after I posted this and finally got someone willing to really work with me to figure it out. I thought he solved my problem ... but then found out that he accidentally (?) canceled my daughter's line. I spent another 40 minutes on the phone after that getting her line re-established. 

In total, I spent well over 10 hours on various calls and visits to Xfinity stores. Customer experience is not the strong suit for Xfinity.

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XfinityPaula

Official Employee

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1.3K Messages

Hi user_sgr102 thank you for reaching out again and following up with us and the community. I'm sorry to read how much trouble you had with adding the lines and added trouble with the line being removed causing another need for support. I will work with our mobile peers to help improve our support for all our customers. If there is anything else that I may be able to help with at this time please let me know. I'm happy to help out in any way I can. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 months ago

user_21psyg

2 Messages

I am having the exact same problem!  Excellent credit, long customer relationship that spans decades and multiple moves.  Being capped arbitrarily at 3 lines max rn with seemingly no way to resolve.  Multiple calls to customer service that go no where.  Vague references to soft credit checks  And "wait a month".  All the while my need to xfer a 4th line is urgent.  It's nuts. 

Btw, your overseas call center is NOT doing you any favors.  Language barriers and internal lack of transparency, apparent powerlessness to resolve complaints, is costing you business. Obfuscation with a smile comes across as condescension.

Competitors, such as Mint, are looking more and more attractive.  They're hungry, responsive, innovative.  You're not.

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15 days ago

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XfinityOrlandoM

Official Employee

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1.7K Messages

@user_21psyg

 

Thank you for reaching out! We can open a case to the Xfinity Mobile Team for you, to have your concern investigated. Please send us a direct message, so we can get that started for you. 

 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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15 days ago

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user_21psyg

2 Messages

@XfinityOrlandoM​ , it's resolved now!  Issue may have stemmed from fact my mobile services did not migrate to my new service address, after the last move.

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14 days ago

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XfinityRay

Official Employee

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2.4K Messages

I am glad that the issue is resolved now and thanks for letting us know, user_21psyg! Without having the service transferred it would block new lines being added so that makes sense with what you went through. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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14 days ago

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