Visitor
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3 Messages
Xfinity Mobile Service Disconnected for Fraud – Identity Verified, Still No Service
I'm looking for assistance from an Xfinity employee because I have exhausted every normal support channel.
My Xfinity Mobile service was disconnected due to an alleged fraud concern without any prior notice or warning. I was not contacted by phone, email, or text before my mobile service was suspended.
I immediately followed Xfinity's instructions by visiting an Xfinity store and verifying my identity with my government-issued ID. The store confirmed my identity, created a fraud ticket, and advised me that no further action was required on my part.
Since then, I have spent hours speaking with multiple representatives and supervisors through chat. Each conversation ends with the same response—that my fraud ticket has been escalated—but no one has been able to explain why my service remains inactive or provide an estimated time for restoration.
I leave for an international trip to Cancun tomorrow, and I have now been left without mobile service despite complying with every request made by Xfinity.
I'm requesting that an Xfinity employee review my account, my fraud ticket, and help determine why my service has not been restored after my identity has already been verified.
Thank you.
EG
Expert
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119.3K Messages
7 days ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityOrlandoM
Official Employee
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3.5K Messages
7 days ago
@user_t2ms7n
Thanks for reaching out. We apologize for any inconvenience. These types of tickets are typically worked and completed within 24 to 72 hours.
I’ll be happy to check for an update. To get started, please send me a direct message with your first and last name and complete service address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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user_t2ms7n
Visitor
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3 Messages
1 hour ago
It took Xfinity seven days to restore my service. During that time, I had no choice but to switch to Verizon because I couldn't go without a working phone. The level of service I received was unacceptable. I was given the runaround, no one could provide a clear explanation, and I was left without service for an entire week.
I was essentially forced to get another carrier so I would have reliable service before boarding a plane for a trip I had already paid for. I should never have been put in that position as a paying customer.
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