Visitor
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8 Messages
Xfinity Broke my S34 Ultra
<span;>I enquired about the changing of my number due to lots of spam calls and scam messages. A representative told me to get some info and contact online help in the chat. My phone number got changed. I received an email saying it was changed. I contacted xfinity chat again to check on that. Seemed ok, I was fine with that. Then 1 hr after I got another message saying thanks for updating my phone number and showed a new and different phone number. I had already consented to the 1st change without notibut a second change without me even calling for it. Its too much. I got with the chat service again because I had to wait 30 mn if I wanted someone in person on the phone. I requested to the chat agent to get the phone number back to the previous one (I had made updates in my personal accounts to that new number) he saud no problem, he will make the changes back. He asked me to follow some steps for the sim information. The cellphone stopped working. No calls, no network, no Sim info. The person ended the chat conversation and transferred me to someone else. I had to chat- explain everything again for this person to try help me. He ended up transferring me again to a new person who at the end told me go to the store close to you because I can't help you. Guess what! I went to the store and was told by the costumer service person in a very condescending tone that they don't help people who get things messed up online. That only the person in the chat could help me or that i shouldgo the the corp store that is 1 hour away from my home and refusedtoeven look at the phone. So now, I have no phone, no connection, no network. No one can help and a piece of plastic from which I am still paying. I called the costumer service number. A lady from who knows where kept asking me when was I going to pay for my bill because it will be due in a couple of days and that I will be disconnected if I didn't pay. Seriously! I asked for a manager, the woman put me on hold for 10 minutes then hanged up. I got online with someone el who promised to help solving this issue, after 1 hour cut the chat and left me again with no solution. So if you want to have no service, get pushed around, be harassed by when you will pay and have useless service. Sure go with Xfinity Comcast. They will make sure you are mistreated in every way until you never want to do business with them ever! I'm beyond frustrated and disappointed of Xfinity and how careless they are with their customers. </span;>
XfinityGabriel
Official Employee
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3K Messages
7 hours ago
Thank you for taking the time to explain everything you’ve gone through. As a consumer myself, I can see how exhausting, stressful, and completely unacceptable this experience has been for you. You should never be pushed from chat to chat, told conflicting information, or left without a working phone. And I’m truly sorry for the way you were spoken to in the store and on the phone; that is not the level of support you should receive. You’re right. That should not have happened. Your number should only change with your explicit approval, and I understand how upsetting it is to have your primary contact information altered twice. Your phone becoming unusable after steps an agent asked you to follow is understandably alarming. You were doing exactly what you were told, and it shouldn’t have resulted in losing network, SIM recognition, or service. I am sorry to learn about this experience. You’ve reached the right team of experts to make this right over social media. To further assist, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.
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