Trying to fix my account for 7 days now. 2 store visits and 3 calls later and it is still not solved.

All Xfinity employees have been polite and helpful throughout the process, but we keep receiving wrong information or promises that “now this has been fixed” and nothing has been fixed. It’s been 7 days now of back and forth calling.

We have been Xfinity customers for 2 years, for both wifi and mobile. 

We went to the store on August 21st to migrate our plans to a new address. We received over 10 letters offering a new wifi promotional plan, which we asked to setup instead of our old one.

A new xfinity account was created and an appointment was made for the technician to install fiber on the 25th (earliest availability) and we received a modem to use in the meantime. We also received 2 new sim cards. When asked why we needed to install new sims since we were keeping the numbers, we were told that this was for us to be able to take advantage of the promotion and that the old numbers would be kept. We just needed to wait a day for accounts to merge in the backend. Not only that, we were told that we would receive a 200 dollar gift card in the email in the next few days. This was from an Cfinity employee and his manager.

When trying to setup the modem, it did not work. When we called for support on the 22nd, we were told we should never have received the modem in the first place, and needed to wait for the technician on the 25th for the fiber.

When we installed the esims, we noticed new numbers were showing up, and not the old ones. We went to the store on the 24th and they said we also should have never received new esims, and that they were going to cancel the 2 new lines, so we did not pay double. We should give it a day and see if our numbers had moved from the old account to the new account, and if not, call back. The next day, this had not been fixed.

The technician finally came on the 25th. He said he did not have the cable to setup the wifi, and another team needed to come over first to install and bury the line. He said he had opened a ticket to request this appointment and gave us his phone number to contact him as soon as the cable had been buried, so he could come over and install the wifi.

I called xfinity a few hours after that to ask about the mobile lines that were not showing up on the new account and the wifi appointment. Once again, we were told that our case had been poorly handled, and confirmed that now they had cancelled the old account, that the mobile lines would be transferred over, and that there was no appointment scheduled for the wifi, but they would make one for there next day.

Line was buried on the 26th. No response was received when messaging the technician’s number, so I called Xfinity again. No appointment was setup to configure our wifi, and earliest date available is now August 29th.

Also, the old mobile account has not been canceled.

Xfinity seems uncapable of solving my mobile account issue that they created themselves. For the wifi, we received a modem that does not work, a technician with no cable, and we need to keep calling back to make the next appointment instead of xfinity handling this by themselves. We also always need to wait multiple days for the next appointment.

I would please like to have my mobile account issue resolved and ask for some mercy to have someone install my wifi earlier than August 30th, given all that has happened.