Xfinity support

This has been the absolute worst service I have ever experienced with any company. I’ve been on the phone with several representatives, and back to the store going on 4 times now. I originally called because my bill increased due to the contract ending, and it took me three calls just to get that fixed.

On that last call, one of your representatives upsold me on adding my mobile lines to my Internet package. My biggest concerns were keeping our phone numbers, and the new iPhone 16’s. He kept reassuring me on great deals and prices he’d be able to set up for me once I was able to move my lines over. I was skeptical at first because I had been with my former company for over a decade, but he was pretty convincing. However, once I switched them over, it has truly been nothing but a nightmare.

For some reason, he told me I just needed to port in my numbers that day, and save the upgrade for the next day to get the best deals. He said he will call me the next day at 12, and I never received a call once xfinity had my numbers. He told me all I had to do was turn the phone on and off, and I would be brought to the Xfinity towers, but once we disconnected me and my wife were stuck at a park without any service. Luckily enough we saw a friend of our sons there, and she allowed us to use her phone. I called back in and they start telling me about an eSIM? After hours of troubleshooting we were finally able to get my phone number working, but for whatever reason, my wife’s number continued to give issues. So much issues she was without her phone number for 24 hours. They also added another line on my account, to try and fix the issue, and now my account just looks ugly from the beginning, and we all know this can mess up the deals on my account and I really don’t have the time to be on the phone with Xfinity all day or in person at the store, because of this representatives substandard intentions.

Fast forward, now I’m at the store trying to get my wife’s phone number back, which I had to takeoff work for four hours on a Friday for. They were able to get her number back, but then we ran into issues with the upgrade. Which had me going back-and-forth to the house, due to the security features. And even with having that handled, and waiting the additional time, still no luck. I was asked to come back the next day.

I had requested the same supervisor, because of my situation, so i thought for sure nothing could go wrong. I even mentioned it didn’t matter how long it took, but I was pushed off onto another representative. So the whole interaction already started off wrong, again.

All in all, they still weren’t able to push the upgrade through, and had to file a ticket. I was given no time frame on when my issue will be resolved. And now I’m still left with my iPhone 13’s that have no insurance, because you guys have took my lines from T-Mobile.

So you can only imagine my frustration throughout this whole process, and I just really hope someone can personally reach out to me to rectify this issue and complaint. I have been so patient with the company, yet no one seems to want to go the extra mile to help me. I do customer service for a living, so it bothers me that no one has even offered anything for this huge inconvenience. Can someone please help me?

Thank you for your time.