U

Contributor

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27 Messages

Monday, May 26th, 2025 4:07 AM

Xfinity should pay more attention to their customer service.

God knows how many hours I spent on this!

I moved to a new place which has something very funny which I later found to be a xfinity home. I chatted in customer service, the first one seems patient but knows nothing. It eventually prompts me to call customer service. Agent A called and say I have to create another account in another address but getting some benefits (20 dollars off as new customer). Very good! No! The call ended while transferring to xfinity home and my internet was down and my account is out of service. I chatted again, just to ask to be connected. Now the agents probably sees me as angry and continues to drop off. Finally I got to another agent, which has 8 years (as I ask many questions about: are you sure about this? He told this to me). He actually helped me to solve the internet problem but saw my phone line actually can be free! Awesome! Not really! During the process he found that I have to cancel my NOW line and recreate a new xfinity mobile. We even had to switch to another phone to continue the call! Thank God I have enough phones to do that! In the last step, which was activating the new line, I got transferred and the new agent was totally confused. I regretted I mentioned this line was from T-mobile and she was obsessed with all the details I need from T-mobile (which is another big hassle way back). Long story short, holding for more than 10 mins now while this one working on activating it. 

I counted it to be over 5 hours now and I haven't get to the point to figure out my Xfinity home. 


I will keep this posted. Hope someone from Xfinity can help explain why this is the case!

Contributor

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27 Messages

25 days ago

Now that I try to say "Are you on the line?" No answer. What should I do? I hope someone can give me a link where I can email someone higher up their corporate chain. 

Official Employee

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220 Messages

Hello @user_h3mbuf, thank you for reaching out about your experience. We are sorry to hear that this has been such a time-consuming transition activating your mobile, are you still currently on hold with our mobile team? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Contributor

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27 Messages

No. I started a new call and the wait is 30 to 75 min now. I also try to activate my phone number online and I cannot.

(edited)

Official Employee

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220 Messages

Are you receiving any errors when trying to complete the activation @user_h3mbuf, is the phone your trying to activate unlocked?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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27 Messages

I am on the chat with Bhagyashree. 

Official Employee

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220 Messages

Were you receiving any errors when trying to activate online? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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27 Messages

25 days ago

Now the agent left after failing to activate my xfinity phone via eSim. My phone only has sim. Now it is agent Pavani.

Contributor

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27 Messages

Pavani said a new sim card is ordered and is arriving tomorrow. Will check tomorrow. However, I think it is a bit too complicated to transfer from one xfinity phone service to another. 

Contributor

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27 Messages

25 days ago

About Xfinity home issue. 77min47s on the phone and no one is answering. I think the line is already dropped. 

Contributor

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27 Messages

Pavani transferred me to Himanshu from Xfinity Home via chat.

Official Employee

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2.1K Messages

Good morning user_h3mbuf, I'm sorry for the delay in responding to you. Our team was away when your message came in, and I appreciate your patience. Our Community Specialists are here to provide official support seven days a week between 6:00 AM and 12:00 AM Eastern Time. If you reach out outside these hours, there might be a delay, but please know we'll get back to you as soon as possible.

 

It sounds like you've had an incredibly frustrating and time-consuming experience, and I am so genuinely sorry for all the trouble you've gone through. That is absolutely not the experience we want for our customers, and it's clear we've fallen short in providing the seamless support you deserve. Spending hours trying to get things sorted out is unacceptable, and I truly sympathize with the ordeal you've faced. I'd be more than happy to dive in and see how I can help straighten things out for you. To get started, please send a direct message with your full name and address. I'll do my best to untangle this for you and get you closer to finally figuring out your Xfinity Home.

 

To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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27 Messages

@XfinityChristy​ Please callback. 

Official Employee

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3.2K Messages

 

We would need to pull up your account details to get more information about your services. If you can please provide us with your full name and your full address in Direct Message. We would be happy to help! 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Contributor

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27 Messages

24 days ago

I really don't have time to do all this. Hours wasted on all of it. Now my friend's phone is out-of-service and of course the sim card didn't arrive. When are you going to solve this? Please don't let me direct message. They simply don't know what they are doing. 

I request that you reinstate the NOW mobile on my partner and can someone call back my phone number?

Contributor

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27 Messages

23 days ago

More than 24hrs now of the agent's promise, my phone line is still not restored and the sim not arrived.

Contributor

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27 Messages

17 days ago

7days later, my phone sim card is still not arrived.

Contributor

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27 Messages

17 days ago

I can believe this is true. Horrible horrible customer service by xifnity, someone should be ashamed of it.

Contributor

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27 Messages

17 days ago

I called everyday and they say the sim will arrive soon. Still there is nothing here. 

Official Employee

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2K Messages

Good evening @user_h3mbuf, and thank you for reaching back out on our Community Forums with your mobile concerns, we appreciate it. I'm sorry to hear that you still have not received your new SIM card. We'll be happy to review your account to see how we can help. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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