Visitor
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3 Messages
Xfinity seems to be a criminal organization
A Xfinity salesman blatantly and repeatedly lied to me about a phone plan that I foolishly bought, bought a phone to put on the line, the phone doesn't work right, contact support the day after it arrives to return the phone. Can't get the phone returned. I contact them on numerous occasions over the course of the next weeks and talk to them for hours and hours trying to get this thing returned. Pretty much give up for like 2 months. Give it another try. Support guy tells me it's about to all be taken care of, that I'll receive an email with instructions on returning the phone and my bill will be taken care of. Nothing comes. Contact again, next person says they can't do it themselves but they will make sure I get the email about my return. Once again nothing. I can't believe Xfinity lets themselves be represented by some of these people, especially the ones lying to people to get them to buy things. I have tons of proof of everything said here. Just take the freaking phone back
XfinityKei
Official Employee
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2.3K Messages
6 hours ago
@user_loheq4 This is not the experience we want for any of our customers. You're in the right place for help!
As a friendly reminder mobile support has its own dedicated number and teams for support which is different from regular support at 800-Xfinity. The direct phone number for our mobile team is 1 (888) 936-4968
Mobile Chat support is available at (https://www.xfinity.com/xfinityassistant/?channel=xMobile)
I also have an article to share with you from our mobile support site which goes into how you can return and exchange your mobile devices. Fr phones there's a fourteen day window and accessories is thirty days. Here's that link https://www.xfinity.com/support/articles/returns-and-exchanges.
I’m sorry to hear your phone is not working. We can troubleshoot with you to resolve your concerns.
I have a few questions to ask.
Does the phone power on?
Are there any error messages or anything on the screen when you turn your phone on?
Did you port over a number for this mobile line?
Did you make sure to choose Set up over Wi-Fi (not Set Up Over Cellular) when activating your phone?
Does Xfinity Mobile appear on the top left of the home screen?
I have another article to share with you that goes over the best steps for activating your mobile line https://www.xfinity.com/support/articles/how-to-activate-phone
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