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user_849987
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1st Topic

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10 Messages

Saturday, October 15th, 2022 7:51 PM

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Xfinity Mobile Paired Device Removal

I’m having an issue where the paired device is the same physical phone as the account device.  I called Xfinity to replace the device on my account with a new iphone 14 Plus.  The process took an hour even though an Esim was used.  After the activation, my account shows 1 account device and 1 paired device.  They are the same phone!   One hour-long phone call later and was promised it was fixed.  It wasn’t.  Another 1.5 hours on chat.   Still not resolved 

Specifics:

iPhone 14 Plus is account device 

iPhone 14 Plus is Paired Device

Same physical phone for both where IMEI 1 is used on paired device and IMEI2 is used on account device

  3 1/2 hours with Xfinity in 1 day.  It should not be this difficult.

I’ve also had issues getting the correct replacement TV boxes and return equipment not being credited to my account.

I am not under any contract so leaving is easy.  Lots of choices 

Question

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Updated 

3 years ago

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user_849987

Visitor

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10 Messages

3 years ago

Xfinity Mobile Rep opened a ticket last week.  Issue not resolved and no word from Xfinity.

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XfinityNico

Official Employee

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553 Messages

Hello @user_849987, thanks for reaching out for help on our forums! I understand how frustrating it can be not reaching a proper resolution. Let's look into the status of this ticket for you. In order to get started can you please send us a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

 

3 years ago

0

user_849987

Visitor

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10 Messages

Update: 

After reporting the issue 15 days ago, speaking with an Xfinity Mobile Rep for 1 hour, chatting with an Xfinity Mobile Rep for 1.5 hours, and speaking/emailing with an Xfinity Escalations team member for 5 days, the issue is still not resolved.  And to add insult to injury, the issue was caused by Xfinity Mobile when they activated my new phone.

I canceled the service today and switched to a different carrier.

3 years ago

0

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