Cheating/Frustrated/

After being 10+ hrs of chat I am posting this for the issue without resolution

1. Asked to port my number as a new line with new iphone 15 pro device
2. Was given device and told that i will receive the porting instuctions
3. Came home and found that a new number was added instead of porting
4. Got in touch with xfinity support (chat assistance)
5. They cancelled the new number and ported old number and activated esim on the device
6. When they did it, they removed the $400 promotion for new line
7. Now they are saying there is no way to get it back, this is cheating.
8. I am being transferred numerous times, when we were coming to this point they were disconnecting my home internet remotly to make me loose the chat
and I had to keep repeating the same to every new person.
9. Finally when I chatted with phone network they were not able to restart the modem and they said they can't give promotion which they removed.

I have all the chat and I am left with only option
1. Post everything on social media for the awareness
2. Close all xfinity account (internet and mobile) which I would do based on the experience.

Responses

user_zzv04s

3 Messages

1 year ago

I have all the chat transcript

Xfinity Assistant (09/27/2023, 04:45:33 AM): "The Xfinity Assistant can help you resolve many issues - simply ask your question below or visit xfinity.com."

Xfinity Assistant (10/01/2023, 10:06:04 PM): "The Xfinity Assistant can help you resolve many issues - simply ask your question below or visit xfinity.com."

Xfinity Assistant (10/01/2023, 11:39:07 PM): "Good afternoon, Mahendra.I'm Xfinity Assistant, here to help answer your questions and resolve your issues.To get started, here are some suggestions. Or, you can type what you need."

Xfinity Assistant (10/01/2023, 11:39:07 PM): "The Xfinity Mobile app is being retired. The Primary user on your account can now manage your Xfinity Mobile service using the Xfinity app. View your bill, check how much data youâve used, switch between data options, and more! Download the Xfinity app today"

Xfinity Assistant (10/01/2023, 11:39:07 PM): "You may experience brief service interruptions while our technicians are working. We apologize for any inconvenience."

Buttons: More Details

Xfinity Assistant (10/01/2023, 11:39:07 PM): "Reliably fast speeds, even at peak times when everyone's online."

Buttons: Upgrade Internet | Dismiss

Xfinity Assistant (10/01/2023, 11:39:07 PM): "Additional suggestions and FAQs"

MAHENDRA (10/01/2023, 11:39:19 PM): "Billing and payment"

Xfinity Assistant (10/01/2023, 11:39:19 PM): "I can assist you with billing questions. In order to guide you correctly, which bill can I help you with?"

Buttons: Xfinity Mobile | Xfinity Internet or TV

MAHENDRA (10/01/2023, 11:39:26 PM): "Learn about Xfinity Mobile"

Xfinity Assistant (10/01/2023, 11:39:26 PM): "You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started."

MAHENDRA (10/01/2023, 11:39:44 PM): "Account and plan"

Xfinity Assistant (10/01/2023, 11:39:44 PM): "Here are some of the ways I can help manage your Xfinity Mobile account."

MAHENDRA (10/01/2023, 11:40:02 PM): "issue with new line "

Xfinity Assistant (10/01/2023, 11:40:02 PM): "You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started."

MAHENDRA (10/01/2023, 11:40:18 PM): "chat with agent"

Xfinity Assistant (10/01/2023, 11:40:18 PM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/01/2023, 11:40:22 PM): "Xfinity Mobile"

Xfinity Assistant (10/01/2023, 11:40:22 PM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/01/2023, 11:40:29 PM): "Activation"

Xfinity Assistant (10/01/2023, 11:40:29 PM): "Here are some ways I can help with your Xfinity Mobile device."

MAHENDRA (10/01/2023, 11:40:36 PM): "Chat with an agent"

Xfinity Assistant (10/01/2023, 11:40:36 PM): "Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: "Personal Information"].Which works best for you?"

Buttons: Connect with a chat agent | Call me as soon as possible

MAHENDRA (10/01/2023, 11:40:46 PM): "Connect with a chat agent"

Xfinity Assistant (10/01/2023, 11:40:46 PM): "Got it. I'll put you in touch with a live agent now."

Agent (10/01/2023, 11:40:54 PM): "Hi Mahendra, thank you for contacting Xfinity. My name is Ankit. I see you want to upgrade your Xfinity Mobile service. Is that correct?"

MAHENDRA (10/01/2023, 11:41:33 PM): "Hi Ankit, There is new device added with new sim, it was suppose to be a number porting. "

Agent (10/01/2023, 11:41:55 PM): "Thanks for reaching out. You've reached the right person."

MAHENDRA (10/01/2023, 11:41:56 PM): "so i have two number and two lines "

Agent (10/01/2023, 11:42:02 PM): "Could you please help me with your full name to verify your account?"

MAHENDRA (10/01/2023, 11:42:09 PM): "Mahendra [Edited: "Personal Information"]"

Agent (10/01/2023, 11:42:46 PM): "Perfect! Thanks for the information. Please allow me a moment while I review your account."

Agent (10/01/2023, 11:42:52 PM): "Please do not minimize the chat or close the chat window in order to keep the chat session alive till we can resolve the query. It would be requested to avoid using other applications as well as I don't want to loose the chat before resolution an get connected with another agent where you might need to repeat everything again."

MAHENDRA (10/01/2023, 11:42:58 PM): "ok"

Xfinity Assistant (10/01/2023, 11:43:24 PM): "Good afternoon, Mahendra.I'm Xfinity Assistant. I can help you with things like explaining your charges or changing your Xfinity ID and password.To get started, here are some suggestions. For help with something else, type what you need."

Xfinity Assistant (10/01/2023, 11:43:24 PM): "The Xfinity Mobile app is being retired. The Primary user on your account can now manage your Xfinity Mobile service using the Xfinity app. View your bill, check how much data youâve used, switch between data options, and more! Download the Xfinity app today"

Xfinity Assistant (10/01/2023, 11:43:24 PM): "You may experience brief service interruptions while our technicians are working. We apologize for any inconvenience."

Buttons: More Details

Xfinity Assistant (10/01/2023, 11:43:24 PM): "Reliably fast speeds, even at peak times when everyone's online."

Buttons: Upgrade Internet | Dismiss

Xfinity Assistant (10/01/2023, 11:43:24 PM): "Additional suggestions and FAQs"

MAHENDRA (10/01/2023, 11:44:05 PM): "chat with agent"

Xfinity Assistant (10/01/2023, 11:44:05 PM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/01/2023, 11:44:10 PM): "Xfinity Mobile"

Xfinity Assistant (10/01/2023, 11:44:10 PM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/01/2023, 11:44:14 PM): "Billing"

Xfinity Assistant (10/01/2023, 11:44:14 PM): "Your Xfinity Mobile bill is paid automatically every month with your card on file."

MAHENDRA (10/01/2023, 11:44:21 PM): "Chat with an agent"

Xfinity Assistant (10/01/2023, 11:44:21 PM): "Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: "Personal Information"].Which works best for you?"

Buttons: Connect with a chat agent | Call me as soon as possible

MAHENDRA (10/01/2023, 11:44:29 PM): "Connect with a chat agent"

Xfinity Assistant (10/01/2023, 11:44:29 PM): "Got it. I'll put you in touch with a live agent now."

Xfinity Assistant (10/01/2023, 11:44:31 PM): "Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?"

Buttons: Schedule a call | No, I'll call 1-800-XFINITY | I'll try again later

Xfinity Assistant (10/01/2023, 11:45:47 PM): "Good afternoon, Mahendra!I'm Xfinity Assistant, here to help answer questions as quickly as possible. If we can't resolve your issue together, no worries! I'll connect you to a live agent.To get started, here are some suggestions. Or, type what you need."

Xfinity Assistant (10/01/2023, 11:45:47 PM): "The Xfinity Mobile app is being retired. The Primary user on your account can now manage your Xfinity Mobile service using the Xfinity app. View your bill, check how much data youâve used, switch between data options, and more! Download the Xfinity app today"

Xfinity Assistant (10/01/2023, 11:45:47 PM): "You may experience brief service interruptions while our technicians are working. We apologize for any inconvenience."

Buttons: More Details

Xfinity Assistant (10/01/2023, 11:45:47 PM): "Reliably fast speeds, even at peak times when everyone's online."

Buttons: Upgrade Internet | Dismiss

Xfinity Assistant (10/01/2023, 11:45:47 PM): "Additional suggestions and FAQs"

MAHENDRA (10/01/2023, 11:46:03 PM): "chAT WITH AGENT"

Xfinity Assistant (10/01/2023, 11:46:03 PM): "I can put you in touch with an agent. What do you need assistance with today?"

Buttons: My Account and Billing | Xfinity Mobile in general | Devices | Plan and Pricing | Service

MAHENDRA (10/01/2023, 11:46:08 PM): "Xfinity Mobile in general"

Xfinity Assistant (10/01/2023, 11:46:08 PM): "Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: "Personal Information"].Which works best for you?"

Buttons: Connect with a chat agent | Call me as soon as possible

MAHENDRA (10/01/2023, 11:46:12 PM): "Connect with a chat agent"

Xfinity Assistant (10/01/2023, 11:46:12 PM): "No problem. I'll put you in touch with a live agent now."

Xfinity Assistant (10/01/2023, 11:46:15 PM): "Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?"

Buttons: Schedule a call | No, I'll call 1-800-XFINITY | I'll try again later

Xfinity Assistant (10/01/2023, 11:47:38 PM): "Good afternoon, Mahendra.I'm Xfinity Assistant, here 24 hours a day. Let me know what questions you have, and I'll gladly help. If we can't resolve your issue together, no worries! I'll connect you to a live agent.To get started, select an option below, or type what you need."

Xfinity Assistant (10/01/2023, 11:47:38 PM): "The Xfinity Mobile app is being retired. The Primary user on your account can now manage your Xfinity Mobile service using the Xfinity app. View your bill, check how much data youâve used, switch between data options, and more! Download the Xfinity app today"

Xfinity Assistant (10/01/2023, 11:47:38 PM): "You may experience brief service interruptions while our technicians are working. We apologize for any inconvenience."

Buttons: More Details

Xfinity Assistant (10/01/2023, 11:47:38 PM): "Reliably fast speeds, even at peak times when everyone's online."

Buttons: Upgrade Internet | Dismiss

Xfinity Assistant (10/01/2023, 11:47:38 PM): "Additional suggestions and FAQs"

MAHENDRA (10/01/2023, 11:47:48 PM): "chat with agent"

Xfinity Assistant (10/01/2023, 11:47:48 PM): "I can put you in touch with an agent. What do you need assistance with today?"

Buttons: My Account and Billing | Xfinity Mobile in general | Devices | Plan and Pricing | Service

MAHENDRA (10/01/2023, 11:47:58 PM): "Devices"

Xfinity Assistant (10/01/2023, 11:47:58 PM): "Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: "Personal Information"].Which works best for you?"

Buttons: Connect with a chat agent | Call me as soon as possible

MAHENDRA (10/01/2023, 11:48:07 PM): "Connect with a chat agent"

Xfinity Assistant (10/01/2023, 11:48:07 PM): "Got it. I'll put you in touch with a live agent now."

Xfinity Assistant (10/01/2023, 11:48:09 PM): "Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?"

Buttons: Schedule a call | No, I'll call 1-800-XFINITY | I'll try again later

MAHENDRA (10/01/2023, 11:49:01 PM): "there is no other chat window"

Xfinity Assistant (10/01/2023, 11:49:01 PM): "I can put you in touch with an agent. What do you need assistance with today?"

Buttons: My Account and Billing | Xfinity Mobile in general | Devices | Plan and Pricing | Service

MAHENDRA (10/01/2023, 11:49:11 PM): "Devices"

Xfinity Assistant (10/01/2023, 11:49:11 PM): "Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: "Personal Information"].Which works best for you?"

Buttons: Connect with a chat agent | Call me as soon as possible

MAHENDRA (10/01/2023, 11:49:20 PM): "Connect with a chat agent"

Xfinity Assistant (10/01/2023, 11:49:20 PM): "OK. I'll put you in touch with a live agent now."

Xfinity Assistant (10/01/2023, 11:49:22 PM): "Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?"

Buttons: Schedule a call | No, I'll call 1-800-XFINITY | I'll try again later

Agent (10/01/2023, 11:51:43 PM): "Hi Mahendra, thank you for contacting Xfinity. My name is Khushali. How may I help you today?"

MAHENDRA (10/01/2023, 11:51:53 PM): "hi"

Agent (10/01/2023, 11:52:04 PM): "Hello. "

MAHENDRA (10/01/2023, 11:52:34 PM): "I got new device from store for xfinity mobile but the guy did a mess with it, it was suppose to be porting of a number he added a new number "

Agent (10/01/2023, 11:53:20 PM): "I appreciate you bringing this to my attention. I'm happy to help you. So just to confirm, would you like to cancel that new number?"

MAHENDRA (10/01/2023, 11:53:52 PM): "yes, what will happen to the device then can I be able to port the number "

Agent (10/01/2023, 11:54:30 PM): "Let me check the order details first."

MAHENDRA (10/01/2023, 11:54:35 PM): "ok"

Agent (10/01/2023, 11:55:31 PM): "Just to confirm, is this the new number [Edited: "Personal Information"] against the device Apple iPhone 15 Pro , 256 GB Blue Titanium?"

MAHENDRA (10/01/2023, 11:55:46 PM): "yes"

Agent (10/01/2023, 11:56:47 PM): "Let me check what best I can do for you. Please bear with me."

MAHENDRA (10/01/2023, 11:56:55 PM): "ok sure"

Agent (10/01/2023, 11:59:23 PM): "What I can do for is I can raise the request for deactivation of new number and port an existing number."

MAHENDRA (10/01/2023, 11:59:42 PM): "ok that works"

Agent (10/02/2023, 12:00:56 AM): "Let me quickly raise the request for deactivation first."

MAHENDRA (10/02/2023, 12:01:05 AM): "ok"

MAHENDRA (10/02/2023, 12:01:43 AM): "is there a way I can cancel the entire order and submit the device back "

Agent (10/02/2023, 12:02:18 AM): "You want to submit the device as well?"

MAHENDRA (10/02/2023, 12:03:11 AM): "yes, because I ordered two devices and he made loss of mess"

MAHENDRA (10/02/2023, 12:03:16 AM): "lot of mess*"

MAHENDRA (10/02/2023, 12:04:15 AM): "i wanted to upgrade by current line + port # number but he instead he added # new lines with two new numbers "

MAHENDRA (10/02/2023, 12:05:21 AM): "I was able to cancel one order since the device was coming late so I want to cancel this and will have to re do it properly. "

Agent (10/02/2023, 12:06:22 AM): "That's helpful. I appreciate the additional detail."

Agent (10/02/2023, 12:10:34 AM): "Have you purchased this device Apple iPhone 15 Pro from Xfinity?"

MAHENDRA (10/02/2023, 12:10:49 AM): "yes "

Agent (10/02/2023, 12:14:06 AM): "Okay! I will explain you, you do not need to return this device as it will be a longer process, what I can do is I will deactivate this line and port a new number for you."

Agent (10/02/2023, 12:14:29 AM): "Will that be okay ?"

MAHENDRA (10/02/2023, 12:14:32 AM): "new number and device both "

Xfinity Assistant (10/02/2023, 12:14:32 AM): "I can help you manage or troubleshoot your devices."

Buttons: Internet Devices | Mobile Devices | Troubleshoot

MAHENDRA (10/02/2023, 12:15:00 AM): "you there"

Xfinity Assistant (10/02/2023, 12:15:00 AM): "I am the Xfinity Assistant - here to answer all your Xfinity related questions. You can ask me questions or use the options below to get started."

MAHENDRA (10/02/2023, 12:15:37 AM): "ok"

Agent (10/02/2023, 12:15:53 AM): "Perfect!"

Agent (10/02/2023, 12:16:52 AM): "Just to confirm, would you like to keep this number [Edited: "Personal Information"] or not?"

MAHENDRA (10/02/2023, 12:17:50 AM): "yes, i want to keep that one. I will upgrade it to new device. "

Agent (10/02/2023, 12:18:11 AM): "Okay! then I will cancel this [Edited: "Personal Information"]."

MAHENDRA (10/02/2023, 12:18:16 AM): "ok"

Agent (10/02/2023, 12:18:34 AM): "Deactivating a line will permanently remove it from Xfinity Mobile service and shouldnât be used to troubleshoot an issue.Before you deactivate, make the customer aware of the following:The Xfinity Mobile Protection Plan for the associated device will be cancelled and canât be reinstated.They must continue their monthly device payments until the device is paid off. Once paid off, a device can be unlocked and activated by another carrier.If they intend to port their number to another carrier, the line must remain active with XM. If the line is deactivated, that number may be released and may not be available for reactivation.They will no longer receive the extended promotional credits on their bill after the line is deactivated, and the credits will not be applied if the line is reactivated.If they make modifications to their account, it could result in the loss of any active promotions associated with it."

Agent (10/02/2023, 12:18:43 AM): "Please read and confirm."

MAHENDRA (10/02/2023, 12:18:59 AM): "confirmed"

Agent (10/02/2023, 12:19:04 AM): "Perfect!"

Agent (10/02/2023, 12:20:57 AM): "I have successfully deactivated the line for you. Please be rest assured your line will be deactivated in next 20 to 30 minutes."

MAHENDRA (10/02/2023, 12:21:36 AM): "ok how can I port the my number on this device "

Agent (10/02/2023, 12:22:06 AM): "We will now proceed with porting a new number with Apple iPhone 15 Pro."

MAHENDRA (10/02/2023, 12:22:15 AM): "ok"

MAHENDRA (10/02/2023, 12:23:00 AM): "the number I am porting in is the primary account number associated the account - ### ### #### "

Agent (10/02/2023, 12:23:07 AM): "Could you please help me with the IMEI number which you would like to port in?"

MAHENDRA (10/02/2023, 12:23:43 AM): "## ###### ###### #"

Agent (10/02/2023, 12:23:57 AM): "thanks for sharing!"

Agent (10/02/2023, 12:24:19 AM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

Agent (10/02/2023, 12:24:40 AM): "Please fill the system generated link for porting purpose."

Agent (10/02/2023, 12:29:03 AM): "Please fill the system generated link, it will expire in next 10 minutes."

Agent (10/02/2023, 12:32:35 AM): "I hope we didn't lose each other. Could you please confirm if we are connected?"

MAHENDRA (10/02/2023, 12:32:37 AM): "hi"

Agent (10/02/2023, 12:33:29 AM): "Looks like you were able to complete the form successfully!"

MAHENDRA (10/02/2023, 12:33:35 AM): "yes"

MAHENDRA (10/02/2023, 12:35:44 AM): "whats next"

Agent (10/02/2023, 12:36:07 AM): "I am raising the request to port your number now."

MAHENDRA (10/02/2023, 12:36:12 AM): "ok"

Agent (10/02/2023, 12:36:48 AM): "May I know the data option By the GIG or unlimited?"

MAHENDRA (10/02/2023, 12:37:27 AM): "unlimited and i want the existing one also unlimited so that i can save money "

Agent (10/02/2023, 12:38:18 AM): "For that I need to raise another request, let us first complete this."

MAHENDRA (10/02/2023, 12:38:26 AM): "ok sure"

Agent (10/02/2023, 12:40:29 AM): "Switching of data plan from BY the GIG to unlimited is in process."

MAHENDRA (10/02/2023, 12:40:45 AM): "ok"

Agent (10/02/2023, 12:41:45 AM): "I have successfully switched data plan for Amruta's device. Please be rest assured. It will take some time to reflect."

MAHENDRA (10/02/2023, 12:41:53 AM): "ok"

Agent (10/02/2023, 12:43:28 AM): "Meanwhile, I will send you the steps on your email to return the Apple iPhone 15 Pro device over the email."

Agent (10/02/2023, 12:43:53 AM): "Please follow the steps for return procedure."

Agent (10/02/2023, 12:45:19 AM): "Is this the preferred email address [Edited: "Personal Information"]?"

MAHENDRA (10/02/2023, 12:45:23 AM): "yes"

Agent (10/02/2023, 12:45:34 AM): "Thanks for confirming."

Agent (10/02/2023, 12:45:40 AM): " Email successfully sent. "

Agent (10/02/2023, 12:46:37 AM): "I can see that Amruta's line has been successfully to Unlimited line."

Agent (10/02/2023, 12:46:52 AM): "We will now proceed with porting."

Agent (10/02/2023, 12:47:25 AM): "Can you please help me with the number which you would like to keep as a current number."

MAHENDRA (10/02/2023, 12:47:30 AM): "but if my number is ported do I need to return the device. Can't I use the number ported on the new device"

Agent (10/02/2023, 12:49:17 AM): "You can do it. But previously as you have mentioned that you want to return so I just helped you with the steps."

Agent (10/02/2023, 12:49:27 AM): "Can you please help me with the number which you would like to keep as a current number."

Agent (10/02/2023, 12:49:41 AM): "for porting."

MAHENDRA (10/02/2023, 12:50:41 AM): "this is what you said "

MAHENDRA (10/02/2023, 12:51:02 AM): "Okay! I will explain you, you do not need to return this device as it will be a longer process, what I can do is I will "

Agent (10/02/2023, 12:51:47 AM): "I totally agree, I just helped you with the additional information if in case you change your mind and wish to return it."

MAHENDRA (10/02/2023, 12:51:57 AM): "oh ok "

Agent (10/02/2023, 12:52:11 AM): "Yes!"

Agent (10/02/2023, 12:52:37 AM): "[Edited: "Personal Information"] is this the number which you would like to port ?"

Agent (10/02/2023, 12:52:40 AM): "Please confirm."

MAHENDRA (10/02/2023, 12:52:51 AM): "yes "

Agent (10/02/2023, 12:53:03 AM): "Thank you for confirming."

Agent (10/02/2023, 12:57:40 AM): "Just to let you know that the request which I have took for switching the data plan from By the GIG to unlimited will take sometime to reflect. So per month you need to pay $30. But when I will send you the order aggreement for approval, it will show the amount of $45. So, please be rest assured you won't be charged $45. You will be only charged $30 for lines."

Agent (10/02/2023, 12:57:56 AM): "Shall i send you the order agreement for approval?"

MAHENDRA (10/02/2023, 12:58:04 AM): "yes, please"

Agent (10/02/2023, 12:58:51 AM): "one time Taxes, Fees & Other Charges will be $2.23 on ported number."

Agent (10/02/2023, 01:00:05 AM): "Okay! Shall I send you the order agreement on text [Edited: "Personal Information"] or via email [Edited: "Personal Information"]?"

MAHENDRA (10/02/2023, 01:00:29 AM): "email is fine"

Agent (10/02/2023, 01:00:36 AM): "Perfect!"

Agent (10/02/2023, 01:01:01 AM): "I have shared the order details with you on your number, please go through it and click on I AGREE to approve the order and let me know once its approved, I'll stay here for you:)"

MAHENDRA (10/02/2023, 01:01:49 AM): "done"

Agent (10/02/2023, 01:02:15 AM): "Thank you for the approval, I will quickly process it and will share the Order Confirmation Number with you."

Agent (10/02/2023, 01:02:42 AM): "Please stay connected. Also, I will help you with the steps for activation of line."

MAHENDRA (10/02/2023, 01:02:51 AM): "ok"

Xfinity Assistant (10/02/2023, 01:03:28 AM): "Good evening, Mahendra.I'm Xfinity Assistant. I can help you with things like explaining your charges or changing your Xfinity ID and password.To get started, here are some suggestions. For help with something else, type what you need."

Xfinity Assistant (10/02/2023, 01:03:28 AM): "The Xfinity Mobile app is being retired. The Primary user on your account can now manage your Xfinity Mobile service using the Xfinity app. View your bill, check how much data youâve used, switch between data options, and more! Download the Xfinity app today"

Xfinity Assistant (10/02/2023, 01:03:28 AM): "You may experience brief service interruptions while our technicians are working. We apologize for any inconvenience."

Buttons: More Details

Agent (10/02/2023, 01:03:58 AM): "I have successfully placed an order for you. Please note the order number for your reference [Edited: "Personal Information"]."

Agent (10/02/2023, 01:04:18 AM): "A receipt for order #[Edited: "Personal Information"] has been emailed to [Edited: "Personal Information"]."

MAHENDRA (10/02/2023, 01:04:43 AM): "ok"

Agent (10/02/2023, 01:05:29 AM): "I will send you the steps for activation."

MAHENDRA (10/02/2023, 01:05:44 AM): "ok"

Agent (10/02/2023, 01:07:43 AM): " Email successfully sent for activation of line."

Agent (10/02/2023, 01:09:39 AM): "Just to let you know the new SIM will be deliver to you in next 2 to 3 business days."

Agent (10/02/2023, 01:10:27 AM): "You can then insert it and activate the line."

Agent (10/02/2023, 01:10:38 AM): "by following the steps."

MAHENDRA (10/02/2023, 01:11:08 AM): "can u confirm shipping address, it shuold be #### [Edited: "Personal Information"] ##### "

Agent (10/02/2023, 01:11:30 AM): "it is showing as [Edited: "Personal Information"]"

MAHENDRA (10/02/2023, 01:11:58 AM): "thats old address "

MAHENDRA (10/02/2023, 01:12:22 AM): "can you update address on the account "

Agent (10/02/2023, 01:14:16 AM): "We cant change the address, but be rest assured it will be returned back to the fedex after 72 hours and they will contact you to pick your order from the nearest fedex location."

Agent (10/02/2023, 01:14:49 AM): "Apart from this, is there anything else I can assist you with?"

MAHENDRA (10/02/2023, 01:15:47 AM): "do i need physical sim, i will be activating the ported number on new device ## pro so it should be esim "

Agent (10/02/2023, 01:16:50 AM): "The option for e SIM was not coming while placing an order. The IMEI which you helped only supports physical SIM."

MAHENDRA (10/02/2023, 01:17:48 AM): "but thats for older device, i want to use the ported number on new device "

MAHENDRA (10/02/2023, 01:18:13 AM): "i mean how can I use the new device with the number ported "

Agent (10/02/2023, 01:18:14 AM): "You can insert the SIM which you will receive in your new device."

Agent (10/02/2023, 01:18:27 AM): "and then use it."

MAHENDRA (10/02/2023, 01:18:40 AM): "ok"

MAHENDRA (10/02/2023, 01:19:35 AM): "now second thing, I want one more device iphone ## pro max with the current xfinity number ### ### #### "

MAHENDRA (10/02/2023, 01:20:08 AM): "can you help me order it, the address for shipping should be #### [Edited: "Personal Information"] #####"

Agent (10/02/2023, 01:22:39 AM): "For the order which I have placed earlier will not be delivered on the current address, it will be delivered on your old addres."

MAHENDRA (10/02/2023, 01:23:19 AM): "earlier is fine, but for the new device can we proceed with new address "

Agent (10/02/2023, 01:24:08 AM): "But as you have mentioned me now that you want to replace the device with new address, then I will help you to change the address first. So for that I need to transfer your chat to billing team."

Agent (10/02/2023, 01:24:19 AM): "We have a dedicated team who works specifically with billing matters, let me connect you with them for assistance. "

MAHENDRA (10/02/2023, 01:24:27 AM): "ok"

Agent (10/02/2023, 01:26:51 AM): "Hello, thank you for contacting Xfinity. How may I assist you today?"

MAHENDRA (10/02/2023, 01:29:25 AM): "address change "

Agent (10/02/2023, 01:29:35 AM): "Thank you so much for sharing the concern. You have reached the right person and I am taking ownership to help you with the best resolution on this chat."

Agent (10/02/2023, 01:29:51 AM): "To further assist you, may I have your first and last name?"

MAHENDRA (10/02/2023, 01:30:01 AM): "Mahendra [Edited: "Personal Information"]"

Agent (10/02/2023, 01:30:12 AM): "Thanks for sharing. One moment while I fetch the account."

MAHENDRA (10/02/2023, 01:30:54 AM): "ok"

Agent (10/02/2023, 01:31:57 AM): "I truly appreciate your for waiting. I have successfully fetched the account. Please help me with the address that you want to update. "

MAHENDRA (10/02/2023, 01:31:57 AM): "the billing address is incorrect "

MAHENDRA (10/02/2023, 01:32:38 AM): "the correct address is : #### [Edited: "Personal Information"] ##### "

Agent (10/02/2023, 01:33:01 AM): "Perfect! Thanks for the information. Let me quickly get this done. "

MAHENDRA (10/02/2023, 01:33:10 AM): "ok thanks"

Agent (10/02/2023, 01:33:43 AM): "It's my pleasure. "

Agent (10/02/2023, 01:36:16 AM): "Just to keep you updated, I am still working on it. Thank you for staying connected. "

MAHENDRA (10/02/2023, 01:36:20 AM): "ok"

Agent (10/02/2023, 01:37:47 AM): "Meanwhile, may I ask how is your weekend going? "

MAHENDRA (10/02/2023, 01:38:10 AM): "its good, how about you. "

Agent (10/02/2023, 01:38:38 AM): "I am glad to know that. I wish you a great rest of your weekend. "

Agent (10/02/2023, 01:38:53 AM): "The day has been good so far. Thank you for asking. "

Agent (10/02/2023, 01:41:00 AM): "Thank you so much for all your time and efforts. I was able to check that there was already a request to update the address for the mobile account to [Edited: "Personal Information"]. "

MAHENDRA (10/02/2023, 01:41:09 AM): "ok "

Agent (10/02/2023, 01:42:00 AM): "I appreciate your understanding. "

Agent (10/02/2023, 01:42:37 AM): "Great news, it's done. You will be able to check that the address has been successfully updated for mobile services. "

MAHENDRA (10/02/2023, 01:43:27 AM): "ok, thanks. Can you transfer it to person earlier I was working with him to place the new device order before that i wanted to change the address "

Agent (10/02/2023, 01:44:51 AM): "Mahendra I wish I could do that for you however as the chat has landed to me, I will take care of all your concerns. "

MAHENDRA (10/02/2023, 01:45:30 AM): "ok, will you be able to help me with placing new device order "

Agent (10/02/2023, 01:45:47 AM): "Sure, I will be more than happy assist you. "

Agent (10/02/2023, 01:46:04 AM): "May I know if you want a new line or upgrading the current line? "

MAHENDRA (10/02/2023, 01:46:47 AM): "upgrade, I already added a new line with earlier agent "

Agent (10/02/2023, 01:46:59 AM): "Sure. "

Agent (10/02/2023, 01:47:20 AM): "Great. "

MAHENDRA (10/02/2023, 01:47:30 AM): "its for Amruta - ### ### #### "

Agent (10/02/2023, 01:47:32 AM): "You want to upgrade the line [Edited: "Personal Information"], right? "

MAHENDRA (10/02/2023, 01:47:36 AM): "yes"

Agent (10/02/2023, 01:47:42 AM): "Thank you for confirming. "

Agent (10/02/2023, 01:48:11 AM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

MAHENDRA (10/02/2023, 01:50:43 AM): "done"

Agent (10/02/2023, 01:50:57 AM): "Thank you for your efforts. "

Agent (10/02/2023, 01:51:30 AM): "I just got the error on my end that we are unable to process your request. The session has expired. I am sending the link again. "

Agent (10/02/2023, 01:51:39 AM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

MAHENDRA (10/02/2023, 01:52:51 AM): "check now "

Agent (10/02/2023, 01:53:09 AM): "I appreciate your efforts. Let me check. "

Agent (10/02/2023, 01:54:19 AM): "Mahendra unfortunately I am still getting the same error. If you want, we can try one more time. "

MAHENDRA (10/02/2023, 01:54:57 AM): "i guess i can do it online let me check "

Agent (10/02/2023, 01:55:06 AM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

Agent (10/02/2023, 01:55:39 AM): "Looks like you were able to complete the form successfully!"

Agent (10/02/2023, 01:55:57 AM): "May I know the iPhone you want? "

MAHENDRA (10/02/2023, 01:56:14 AM): "iphone ## pro ### gb"

MAHENDRA (10/02/2023, 01:56:24 AM): "also i want to trade in iphone X "

Agent (10/02/2023, 01:56:24 AM): "Great. "

MAHENDRA (10/02/2023, 01:56:43 AM): "the IMEI for that is ## ###### ###### #"

Agent (10/02/2023, 01:56:58 AM): "Sure,thank you for the IMEI. "

Agent (10/02/2023, 01:57:57 AM): "May I know the storage of iphone X that you are trading in? "

MAHENDRA (10/02/2023, 01:58:04 AM): "## GB"

Agent (10/02/2023, 01:58:23 AM): "Thank you for confirming. "

Agent (10/02/2023, 01:58:26 AM): "Best value: Save $600 over 24 months via monthly creditsSavings will appear as monthly trade-in promo credits when customer pays over 24 months and trades in an eligible phoneThis offer is not combined with trade-in for check, and the customer wonât receive a check in addition to their monthly promo credits"

Agent (10/02/2023, 01:58:32 AM): "Mail trade-in phone within 21 days of new phone purchaseTrade-in promo credits will start within 30 days after the phone has been received and graded"

MAHENDRA (10/02/2023, 01:58:40 AM): "ok"

Agent (10/02/2023, 01:59:08 AM): "Please help me with the color prefernce. "

MAHENDRA (10/02/2023, 01:59:18 AM): "white or blue "

Agent (10/02/2023, 01:59:41 AM): "Sure, we have White Titanium and Blue Titanium. "

MAHENDRA (10/02/2023, 01:59:51 AM): "White is fine"

Agent (10/02/2023, 01:59:59 AM): "Perfect. "

Agent (10/02/2023, 02:00:16 AM): "May I know if you want Xfinity Mobile Protection Plan? "

MAHENDRA (10/02/2023, 02:00:21 AM): "nope"

Agent (10/02/2023, 02:00:41 AM): "Sure. "

Agent (10/02/2023, 02:01:43 AM): "Your estimated pay today is $136.58 which includes Monthly device payment and taxes. Your estimated monthly pay is $42.62. "

Agent (10/02/2023, 02:02:09 AM): "I have shared the consent over the email neel.mahendra@gmail.com. Please check and approve the order. "

MAHENDRA (10/02/2023, 02:02:18 AM): "ok"

Agent (10/02/2023, 02:03:06 AM): "Thank you for your efforts. "

MAHENDRA (10/02/2023, 02:03:50 AM): "how would i receive $### credit for trade in device"

Agent (10/02/2023, 02:04:07 AM): "Trade-in promo credits will start within 30 days after the phone has been received and graded."

MAHENDRA (10/02/2023, 02:04:36 AM): "ok thanks "

MAHENDRA (10/02/2023, 02:04:48 AM): "i have accepted the order "

Agent (10/02/2023, 02:05:10 AM): "Thank you so much for approving the order. Let me check. "

Agent (10/02/2023, 02:06:17 AM): "The order has been successfully placed. Here is the order number [Edited: "Personal Information"]."

Agent (10/02/2023, 02:06:21 AM): "Before we wrap up, do you have any pending concerns that you want to raise about your Xfinity experience so that we can address them now? As your agent today, I just want to make sure that we cover everything for you."

MAHENDRA (10/02/2023, 02:06:34 AM): "i guess i made mistake it should be iphone pro max "

MAHENDRA (10/02/2023, 02:07:03 AM): "can u update or cancel and reorder sorry i didn't realized it "

Agent (10/02/2023, 02:07:21 AM): "Sure. "

Agent (10/02/2023, 02:09:34 AM): "Thank you for waiting. "

Agent (10/02/2023, 02:11:59 AM): "I have successfully cancelled the order you. "

MAHENDRA (10/02/2023, 02:12:38 AM): "ok whould we redo again with iphone ## pro max"

Agent (10/02/2023, 02:12:39 AM): "Let's go ahead to place the order again."

MAHENDRA (10/02/2023, 02:12:43 AM): "ok sure"

Agent (10/02/2023, 02:13:34 AM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

MAHENDRA (10/02/2023, 02:14:07 AM): "done"

Agent (10/02/2023, 02:14:08 AM): "Looks like you were able to complete the form successfully!"

Agent (10/02/2023, 02:16:25 AM): " Rest of the details, we be the same, right? "

Agent (10/02/2023, 02:16:25 AM): "Best value: Save $600 over 24 months via monthly creditsSavings will appear as monthly trade-in promo credits when customer pays over 24 months and trades in an eligible phoneThis offer is not combined with trade-in for check, and the customer wonât receive a check in addition to their monthly promo credits"

Agent (10/02/2023, 02:16:26 AM): "Mail trade-in phone within 21 days of new phone purchaseTrade-in promo credits will start within 30 days after the phone has been received and graded"

MAHENDRA (10/02/2023, 02:16:43 AM): "yes"

Agent (10/02/2023, 02:16:54 AM): "Sure. "

Agent (10/02/2023, 02:18:21 AM): "I am placing the order for Apple iPhone 15 Pro Max , 256 GB White Titanium. Please confirm if it is correct. "

MAHENDRA (10/02/2023, 02:19:21 AM): "yes"

Agent (10/02/2023, 02:19:44 AM): "Great. "

Agent (10/02/2023, 02:21:08 AM): "Your estimated pay today is $148.99 which includes Monthly device payment and taxes. Your estimated monthly pay is $46.49. "

MAHENDRA (10/02/2023, 02:21:15 AM): "ok"

Agent (10/02/2023, 02:21:26 AM): "I have shared the consent over the email [Edited: "Personal Information"]. Please check and approve the order."

MAHENDRA (10/02/2023, 02:22:13 AM): "done"

Agent (10/02/2023, 02:22:45 AM): "Thank you for approving the order. "

Agent (10/02/2023, 02:23:23 AM): "Replacement device for Amruta was successfully placed. Order #[Edited: "Personal Information"]. "

MAHENDRA (10/02/2023, 02:23:56 AM): "ok"

Agent (10/02/2023, 02:24:45 AM): "Before we wrap up, is there anything else that I may assist you with? "

MAHENDRA (10/02/2023, 02:25:03 AM): "yes"

MAHENDRA (10/02/2023, 02:25:12 AM): "

I have concern over the other Order ####################

For this order I am porting my number to xfinity however the pricing the amount charged is way higher. From online it says ##/month for device if its new line and they also charged me $### "

Agent (10/02/2023, 02:28:48 AM): "Please allow me a moment to check. "

MAHENDRA (10/02/2023, 02:28:58 AM): "sure"

Agent (10/02/2023, 02:29:25 AM): "Please do not worry, I am here and will take care of your concern. "

Agent (10/02/2023, 02:31:21 AM): "Thank you so much for waiting. I am still checking it for you. "

MAHENDRA (10/02/2023, 02:33:38 AM): "ok"

Agent (10/02/2023, 02:34:30 AM): "May I know if you have received the Apple iPhone 15 Pro , 256 GB Blue Titanium with [Edited: "Personal Information"]? As I can check that the order has been placed today only. "

MAHENDRA (10/02/2023, 02:34:41 AM): "yes"

Agent (10/02/2023, 02:34:55 AM): "Thank you for confirming. "

Agent (10/02/2023, 02:35:17 AM): "I can check that the purchase date is Oct 2, 2023 Apple iPhone 15 Pro 256GB , Blue Titanium with [Edited: "Personal Information"]. The device came with the promotion $400 off, as it has been deactivated, the line is not eligible for the promotion."

MAHENDRA (10/02/2023, 02:42:22 AM): "hi"

MAHENDRA (10/02/2023, 02:46:34 AM): "hi"

MAHENDRA (10/02/2023, 02:46:42 AM): "are u there "

MAHENDRA (10/02/2023, 02:49:01 AM): "Billing"

Xfinity Assistant (10/02/2023, 02:49:01 AM): "I can assist you with billing questions. In order to guide you correctly, which bill can I help you with?"

Buttons: Xfinity Mobile | Xfinity Internet or TV

MAHENDRA (10/02/2023, 02:49:12 AM): "Xfinity Mobile"

Xfinity Assistant (10/02/2023, 02:49:12 AM): "Your Xfinity Mobile bill is paid automatically every month with your card on file."

MAHENDRA (10/02/2023, 02:49:23 AM): "I need help with something else"

Xfinity Assistant (10/02/2023, 02:49:23 AM): "You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started."

MAHENDRA (10/02/2023, 02:49:47 AM): "chat with agent"

Xfinity Assistant (10/02/2023, 02:49:47 AM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/02/2023, 02:49:52 AM): "Xfinity Mobile"

Xfinity Assistant (10/02/2023, 02:49:52 AM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/02/2023, 02:50:00 AM): "chat with agent"

Xfinity Assistant (10/02/2023, 02:50:00 AM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/02/2023, 02:50:03 AM): "Xfinity Mobile"

Xfinity Assistant (10/02/2023, 02:50:03 AM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/02/2023, 02:50:11 AM): "I have concern over the other Order #[Edited: "Personal Information"] For this order I am porting my number to xfinity however the pricing the amount charged is way higher. From online it says 25/month for device if its new line and they also charged me $210"

Xfinity Assistant (10/02/2023, 02:50:11 AM): "I can help you with your billing charges. To make sure we're on the right path, which bill information are you looking for?"

Buttons: Xfinity Mobile bill | A different bill

MAHENDRA (10/02/2023, 07:06:15 AM): "I have concern over the other Order #[Edited: "Personal Information"] For this order I am porting my number to xfinity however the pricing the amount charged is way higher. From online it says 25/month for device if its new line and they also charged me $210"

Xfinity Assistant (10/02/2023, 07:06:15 AM): "I can help you with your billing charges. To make sure we're on the right path, which bill information are you looking for?"

Buttons: Xfinity Mobile bill | A different bill

MAHENDRA (10/02/2023, 07:06:20 AM): "Xfinity Mobile bill"

Xfinity Assistant (10/02/2023, 07:06:20 AM): "Your Xfinity Mobile bill is paid automatically every month with your card on file."

MAHENDRA (10/02/2023, 07:06:27 AM): "I need help with something else"

Xfinity Assistant (10/02/2023, 07:06:27 AM): "You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started."

MAHENDRA (10/02/2023, 07:06:37 AM): "chat with agent"

Xfinity Assistant (10/02/2023, 07:06:37 AM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/02/2023, 07:06:41 AM): "Xfinity Mobile"

Xfinity Assistant (10/02/2023, 07:06:41 AM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/02/2023, 07:06:53 AM): "chat with agent"

Xfinity Assistant (10/02/2023, 07:06:53 AM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/02/2023, 07:06:56 AM): "Xfinity Mobile"

Xfinity Assistant (10/02/2023, 07:06:56 AM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/02/2023, 07:07:01 AM): "Other"

Xfinity Assistant (10/02/2023, 07:07:01 AM): "You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started."

MAHENDRA (10/02/2023, 07:07:04 AM): "I have concern over the other Order #[Edited: "Personal Information"] For this order I am porting my number to xfinity however the pricing the amount charged is way higher. From online it says 25/month for device if its new line and they also charged me $210"

Xfinity Assistant (10/02/2023, 07:07:04 AM): "I can help you with your billing charges. To make sure we're on the right path, which bill information are you looking for?"

Buttons: Xfinity Mobile bill | A different bill

MAHENDRA (10/02/2023, 07:07:11 AM): "Xfinity Mobile bill"

Xfinity Assistant (10/02/2023, 07:07:11 AM): "Your Xfinity Mobile bill is paid automatically every month with your card on file."

Xfinity Assistant (10/02/2023, 02:06:26 PM): "Your automatic payment of $40.00 to Xfinity has processed - thank you. Review bill details here: https://customer.xfinity.com/billing/servicesTxtHelpOrStopMsg&DataRatesMayApply"

Agent (10/02/2023, 05:08:33 PM): "Thank you for contacting Xfinity. My name is Sachidanand Tiwari. How may I assist you today?"

MAHENDRA (10/02/2023, 05:09:16 PM): "Hi Have billing issue regarding Order ####################"

Agent (10/02/2023, 05:10:06 PM): "Thank you for the information and please be assured that you are connected with the right person and I will surely assist you with your billing queries."

Agent (10/02/2023, 05:10:12 PM): "Could you please provide the registered name of the account so that I access your account details?"

MAHENDRA (10/02/2023, 05:10:24 PM): "For this order I am porting my number to xfinity as a new line however the pricing the amount charged is way higher. From online it says ##/month for device if its new line however the billing is $##/month and they also charged me $### for initial payment "

MAHENDRA (10/02/2023, 05:10:39 PM): "Mahendra Neel"

Agent (10/02/2023, 05:11:37 PM): "Thank you for the information and let me access the account details and also check the details in your account."

Agent (10/02/2023, 05:11:45 PM): "Please do not toggle, minimize, or click the refresh button or close the browser as it may lead to disconnection. We do not want you to go through the hassle of repeating everything again to the next agent."

Agent (10/02/2023, 05:13:02 PM): "Thank you for waiting. I have successfully accessed your account details. Thanks for being with Xfinity . Xfinity really appreciates your business and loyalty to us."

Agent (10/02/2023, 05:13:32 PM): "Please allow me a few more minute to check the charges in your account."

MAHENDRA (10/02/2023, 05:17:31 PM): "ok"

Agent (10/02/2023, 05:17:39 PM): "As I have checked your order number #[Edited: "Personal Information"] and there is one time charge for the down payment that is $77 and there is one installment of the device payment which is $42.62 and there is $90.75 is for state taxes that is paid to the government."

MAHENDRA (10/02/2023, 05:18:19 PM): "but it should not be $## since i have added new line by moving from other carrier "

Agent (10/02/2023, 05:20:02 PM): "Mahendra, it is the charge of device payment installment which means, it is the first installment of your device which is included on your initial payment that you have made and let me check your bill so that I can clear the doubs of charges for your plan."

MAHENDRA (10/02/2023, 05:21:22 PM): "if you see the requests there is also request to port the number for which I am receiving the sim "

Agent (10/02/2023, 05:21:32 PM): "Sure! "

Agent (10/02/2023, 05:25:59 PM): "The order you have ported from another carrier to our carrier it is requested for eSIM and the eSIM is already inside the iPhone 15 pro you just need to activate the number on this device and also I can check that this line number[Edited: "Personal Information"] is showing deactivated (canceled) in your account."

MAHENDRA (10/02/2023, 05:26:51 PM): "that was mistake from the sale person instead of porting my number he added new number. "

MAHENDRA (10/02/2023, 05:27:16 PM): "which is why i asked to cancel and add port my number from T mobile"

Agent (10/02/2023, 05:27:41 PM): "May I please know the porting number that you want to port with us from T mobile."

MAHENDRA (10/02/2023, 05:28:07 PM): "##########"

MAHENDRA (10/02/2023, 05:29:37 PM): "if I am not getting benifit of adding a new line by porting the number from other carrier then I will rather cancel porting and device as I would get the benefit from other carriers for the same and it should be same for xfinity mobile based on the deals "

Agent (10/02/2023, 05:30:37 PM): "Thank you for the information and I request you please provide the IMEI 2 of the device so that I can activate your line number [Edited: "Personal Information"] and it will port from your T mobile to our carrier and I also check the offer details ;"

MAHENDRA (10/02/2023, 05:31:11 PM): "## ###### ###### #"

Agent (10/02/2023, 05:32:59 PM): "I will add your line number 6707 in your IMEI 2 of the device and then I will connect you with my dedicated team and they will help you to get the bundle offer deal on your mobile and internet."

Agent (10/02/2023, 05:33:43 PM): "I will try my best to resolve your issue so that you do not need to face any hassle again and again."

MAHENDRA (10/02/2023, 05:34:04 PM): "ok sure"

Agent (10/02/2023, 05:34:19 PM): "Thank you for your kind understanding."

Agent (10/02/2023, 05:34:35 PM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

Agent (10/02/2023, 05:34:57 PM): "I request you please fill the details in the secure link to proceed further."

Agent (10/02/2023, 05:34:59 PM): "Looks like you were able to complete the form successfully!"

MAHENDRA (10/02/2023, 05:35:08 PM): "yes "

Agent (10/02/2023, 05:35:22 PM): "Thank you for the confirmation."

Agent (10/02/2023, 05:36:46 PM): "Please stay connected with us while I am proceeding this request."

MAHENDRA (10/02/2023, 05:38:08 PM): "ok"

Agent (10/02/2023, 05:39:54 PM): "I request you please help me with the IMEI 2 of your iPhone 15 pro as you have provided the IMEI of Apple iPhone X LTE Only , 64 GB Silver."

Agent (10/02/2023, 05:40:46 PM): "I request you please provide the IMEI 2 of the iPhone 15 pro on which you want to add your port number."

MAHENDRA (10/02/2023, 05:41:08 PM): "###############"

Agent (10/02/2023, 05:41:27 PM): "Thank you for the information."

Agent (10/02/2023, 05:43:24 PM): "Taxes, Fees & Other Charges$2.23$0.00 arrowCalifornia Public Purpose Fund$1.11âRegulatory Recovery Fee$0.16âUniversal Connectivity Charge$0.58â911 Fee(s)$0.30â988 Fee(s)$0.08âEST. MONTHLY$47.23EST. PAY TODAY$0.00"

Agent (10/02/2023, 05:45:42 PM): "I would like to inform you that there will be a one-time charge $10 line set up fee which will reflect in your first bill only."

Agent (10/02/2023, 05:45:43 PM): "I have shared the consent form on your registered Email address [Edited: "Personal Information"], Kindly check and approve it."

Agent (10/02/2023, 05:46:06 PM): "Kindly approve the consent."

MAHENDRA (10/02/2023, 05:47:15 PM): "is this a new request, what happens with earlier request(are u cancelling just want to make sure there is no dible charge for the same)"

Agent (10/02/2023, 05:48:19 PM): "I would like to inform you that your previous line was with new number on IMEI 1 which got deactivated, so we added your IMEI 2 with port number which is a new line with porting number."

Agent (10/02/2023, 05:48:31 PM): "Thank you so much for the approval."

Agent (10/02/2023, 05:49:07 PM): "Order completed successfully!A receipt for order #[Edited: "Personal Information"] has been emailed to [Edited: "Personal Information"]"

Agent (10/02/2023, 05:50:06 PM): "Please help me with the porting details so that I can activate the device for you."

Agent (10/02/2023, 05:50:14 PM): "Could you please share with us the below-mentioned information to proceed with porting and activation-Porting Phone number:Carrier:Previous Carrier Account Number:Transfer PIN:Previous carrier Account holder name:Last 4 of SSN:Account billing address:"

Agent (10/02/2023, 05:53:06 PM): "Please help me with the porting details so that I can activate your number on the device."

MAHENDRA (10/02/2023, 05:54:38 PM): "I have approved Porting Phone number: ### ### ####

Carrier: T-mobile

Previous Carrier Account Number: #########

Transfer PIN: #### or ####

Previous carrier Account holder name: Pradeep Vhanshetti (My number was under his family friends account)

Last # of SSN: ####

Account billing address: #### tower st, Manteca Ca ##### "

Agent (10/02/2023, 05:54:58 PM): "Thank you so much for the infomation"

Agent (10/02/2023, 05:55:37 PM): "I request you please provide the previous account number using space as due to security reason the account number gets masked."

MAHENDRA (10/02/2023, 05:56:35 PM): "# # # # # # # # # "

Agent (10/02/2023, 05:56:51 PM): "Thank you so much for the information."

Agent (10/02/2023, 05:59:33 PM): "Kindly stay connected with us and I submitting the details in your account."

Agent (10/02/2023, 06:00:39 PM): "I request you please contact your previous carrier for the new transfer pin as after few day the transfer pin gets expired."

Agent (10/02/2023, 06:01:00 PM): "Kindly contact the previous carrier and I here to help you with this."

MAHENDRA (10/02/2023, 06:01:25 PM): "did u try the pin, I gave"

Agent (10/02/2023, 06:02:20 PM): "Yes! I have try both the transfer pin and I am getting the error, that's why I request you please contact with them and I am here to assist you furhter."

MAHENDRA (10/02/2023, 06:02:30 PM): "ok"

Agent (10/02/2023, 06:02:40 PM): "Sure! please take your time"

Agent (10/02/2023, 06:04:22 PM): "And once you get the transfer pin then please let me know."

MAHENDRA (10/02/2023, 06:05:14 PM): "ok give me couple of min"

MAHENDRA (10/02/2023, 06:05:17 PM): "utes"

Agent (10/02/2023, 06:05:21 PM): "Sure!"

MAHENDRA (10/02/2023, 06:07:43 PM): "######"

Agent (10/02/2023, 06:07:54 PM): "Thank you so much for the information."

Agent (10/02/2023, 06:09:11 PM): "It is in process and let see I hope this transfer pin is correct."

MAHENDRA (10/02/2023, 06:09:31 PM): "ok"

Agent (10/02/2023, 06:09:51 PM): "I really appreciates your patience over the chat."

Agent (10/02/2023, 06:12:28 PM): "Thank you for waiting."

MAHENDRA (10/02/2023, 06:14:07 PM): "any progress"

Agent (10/02/2023, 06:14:49 PM): "YEs"

MAHENDRA (10/02/2023, 06:15:27 PM): "ok got the message for esim activation "

Agent (10/02/2023, 06:16:32 PM): "Yes please be assured that you just need to restart your device after 15-20 minutes and then it will start working and as your line number is showing active on our system."

MAHENDRA (10/02/2023, 06:17:28 PM): "ok, please confirm what is monthly device payment on this "

Agent (10/02/2023, 06:17:36 PM): "I have successfully submitted the port in details in your account that is why you got the message."

Agent (10/02/2023, 06:17:38 PM): "Sure!"

MAHENDRA (10/02/2023, 06:18:45 PM): "yes, but what is monthly payment? "

Agent (10/02/2023, 06:19:13 PM): "Your monthly device payment for the iPhone 15 is $42.62 per month."

MAHENDRA (10/02/2023, 06:19:34 PM): "why "

MAHENDRA (10/02/2023, 06:20:29 PM): "I will add your line number #### in your IMEI # of the device and then I will connect you with my dedicated team and they will help you to get the bundle offer deal on your mobile and internet.

I will try my best to resolve your issue so that you do not need to face any hassle again and again."

MAHENDRA (10/02/2023, 06:20:40 PM): "this is what you said"

Agent (10/02/2023, 06:21:21 PM): "Sure! Let me connect you with my dedicated team and they will help you with the bundle offer on your internet and new line for mobile device."

Agent (10/02/2023, 06:22:07 PM): "Rest assured they will surely help you with the bundle offer."

Agent (10/02/2023, 06:26:22 PM): "Hello, thank you for contacting Xfinity. How may I assist you today?"

MAHENDRA (10/02/2023, 06:27:01 PM): "I have added new line however the promotion for new line is not applied "

MAHENDRA (10/02/2023, 06:27:14 PM): "on the device"

Agent (10/02/2023, 06:27:24 PM): "Noted"

Agent (10/02/2023, 06:27:30 PM): "Let me check that for you."

MAHENDRA (10/02/2023, 06:27:43 PM): "Mahendra [Edited: "Personal Information"]"

MAHENDRA (10/02/2023, 06:27:50 PM): "Mahendra [Edited: "Personal Information"]*"

Agent (10/02/2023, 06:27:58 PM): "Thank you."

Agent (10/02/2023, 06:28:05 PM): "Please allow me a couple of minutes while I review the account to better assist you."

MAHENDRA (10/02/2023, 06:30:09 PM): "ok "

Agent (10/02/2023, 06:31:44 PM): "Thank you!!"

MAHENDRA (10/02/2023, 06:38:18 PM): "hi"

Agent (10/02/2023, 06:38:28 PM): "Hello Mahendra"

Agent (10/02/2023, 06:41:16 PM): "How may I help you today?"

Agent (10/02/2023, 06:44:15 PM): "Hi Mahendra, thank you for contacting Xfinity. My name is Priyanka. How may I help you today?"

Agent (10/02/2023, 06:45:16 PM): "Please confirm the promotion which you were suppose to get ."

MAHENDRA (10/02/2023, 06:46:00 PM): "new line additin for device "

Agent (10/02/2023, 06:47:15 PM): "when did you add a new line?"

MAHENDRA (10/02/2023, 06:50:40 PM): "today i ported from old carrier "

MAHENDRA (10/02/2023, 06:51:21 PM): "the promotion is ##.##/month "

Agent (10/02/2023, 06:52:40 PM): "Okay let me check this for you."

MAHENDRA (10/02/2023, 06:53:52 PM): "can you please "

Agent (10/02/2023, 06:54:07 PM): "Sure please allow me a moment "

Agent (10/02/2023, 06:56:08 PM): "While I'm working, how is your day been so far?"

MAHENDRA (10/02/2023, 06:56:41 PM): "i just busy with this trying to get it resolved, on chat more than an hour "

Agent (10/02/2023, 06:57:49 PM): "I understand your point, please be rest assured I'm trying my best to get it resolved."

Agent (10/02/2023, 06:58:03 PM): "Apple iPhone 15 Pro Max is this the device you trade in for?"

MAHENDRA (10/02/2023, 07:03:24 PM): "yes"

Agent (10/02/2023, 07:05:15 PM): "Thank you for confirming "

Agent (10/02/2023, 07:05:20 PM): "Savings based on purchase of an eligible new device and eligible device trade inOffer requires 24 mos. Device Payment Plan and 1) new Xfinity Mobile line activation or 2) upgrade of an existing Xfinity Mobile line with purchase of a new eligible deviceTrade-in credit requires eligible device trade-in, eligible device purchase and activationCustomer gets their first monthly device credit today.If line is canceled, voluntarily or involuntarily, or device payments are accelerated, credits associated with device payments are lostXFINITY MOBILE PROMOTION DETAILSRestrictions apply. Not available in all areas.Xfinity Mobile requires residential post-pay Xfinity Internet. Line limitations may apply. Equip., intl. and roaming charges, taxes and fees, including reg. recovery fees, and other charges extra, and subj. to change. $25/line/mo. charge applies if Xfinity TV, Internet or Voice post-pay services not maintained. Pricing subject to change. In times of congestion, your data may be temporarily slower than other traffic. Reduced speeds after use of monthly data included with your data option. Data thresholds may vary.For Xfinity Mobile Broadband Disclosures visit: www.xfinity.com/mobile/policies/broadband-disclosures.Offer ends 10/12/23. Requires qualifying phone trade-in, and purchase and activation of a new iPhone (excludes all iPhone SE models and iPhone 12 mini series) while supplies last, a 24-month Xfinity Mobile Device Payment Plan Agreement ("Device Agreement"), and 1) activation of new Xfinity Mobile line within 30 days of phone purchase date or 2) upgrade of an existing Xfinity Mobile line with purchase of a new eligible Apple phone. Existing phone must be paid in full. Device credits applied monthly to your account over 24 months so long as Device Agreement is in effect. If line is canceled, voluntarily or involuntarily or device payments are accelerated, balance of credits associated with device payment are forfeited. Trade-in must be completed within 21 days of receipt of device. Back orders are eligible. Out of stock devices are not eligible. Must maintain line required for offer until trade-in is completed. Porting of number is not required with trade-in. Trade-in credit will be applied to your account over the Device Agreement period. Actual trade in amount varies depending on model of phone for trade in and purchase. Trade in credit will not exceed the retail value of the purchased device. Existing phone must be paid in full in order to be traded in. Offers not valid with prior purchases, returns or exchanges. Cannot be combined with other offers. Â© 2023 Comcast. Â© 2023 Apple Inc. All rights reserved."

Agent (10/02/2023, 07:05:44 PM): "This is the promotion details please go through this."

MAHENDRA (10/02/2023, 07:06:56 PM): "ok"

MAHENDRA (10/02/2023, 07:07:03 PM): "then its better to cancel"

Agent (10/02/2023, 07:08:31 PM): "Please confirm do you want me to cancel the order?"

MAHENDRA (10/02/2023, 07:09:17 PM): "so what you are saying is i can't use the new line promotion if I am porting the number "

MAHENDRA (10/02/2023, 07:11:04 PM): "since I am trading off device on iphone ## pro max "

MAHENDRA (10/02/2023, 07:11:50 PM): "since the number is already ported how will you revert the porting and how would I be returning the device "

MAHENDRA (10/02/2023, 07:12:09 PM): "this is very bad experience "

Agent (10/02/2023, 07:13:25 PM): "I really apologise for the inconvenience please allow me a moment to check on this"

Agent (10/02/2023, 07:22:42 PM): "Upon checking the promotion is already added and we cannot make any changes, "

MAHENDRA (10/02/2023, 07:25:32 PM): "what do u mean?"

MAHENDRA (10/02/2023, 07:26:27 PM): "I made mistake by switching my line to xfinity "

MAHENDRA (10/02/2023, 07:27:09 PM): "what is process to cancel everything, I will cancel everything both mobile lines and internet as well"

MAHENDRA (10/02/2023, 07:27:22 PM): "this is pathetic "

Agent (10/02/2023, 07:29:43 PM): "Please stay connected we have a dedicated team who works specifically with this matters, let me connect you with them for assistance. "

Agent (10/02/2023, 07:32:09 PM): "Hello, thank you for contacting Xfinity. How may I assist you today?"

MAHENDRA (10/02/2023, 07:33:13 PM): "can u check the chat conversation "

Agent (10/02/2023, 07:33:42 PM): "Sure, please allow me a moment."

MAHENDRA (10/02/2023, 07:36:59 PM): "here is summary

#. I upgraded my existing line and got new iphone ## pro max with eligible trade in

#. I added second line by porting my number and got ipphone ## pro

Issue is with ## - I am not getting the deal for adding new line with new phone purchase, the montly pay for device should be ##.##/month but I am being charged $##

If ## is not goanna work, I want to cancel everything with xfinity, internet and both lines existing and the one ported"

Agent (10/02/2023, 07:38:40 PM): "Thank you for explaining me the details, I also went through the conversation, you should get the deal for the 2nd line as well, please allow me a moment."

MAHENDRA (10/02/2023, 07:38:55 PM): "ok "

Agent (10/02/2023, 07:41:14 PM): "Mahendra, can I send a 6 digit code to [Edited: "Personal Information"], could you please help me with the code?"

MAHENDRA (10/02/2023, 07:41:22 PM): "ok"

Agent (10/02/2023, 07:41:47 PM): "I have shared the code, please help me with the code."

MAHENDRA (10/02/2023, 07:41:51 PM): "######"

Agent (10/02/2023, 07:42:25 PM): "Thank you so much, please allow me a moment."

Agent (10/02/2023, 07:49:44 PM): "I will be sharing you a secure link please fill in your details "

Agent (10/02/2023, 07:49:54 PM): "Your personalized secure data link: [Edited: "Personal Information"] Please use this link to our secure information site to safely enter the requested information. I'll be available if you have any questions throughout the process"

MAHENDRA (10/02/2023, 07:50:25 PM): "done"

Agent (10/02/2023, 07:50:46 PM): "Looks like you were able to complete the form successfully!"

Agent (10/02/2023, 07:52:46 PM): "Mahendra I can get you the iPhone 15 pro at just $22.92/mo for 128GB and $25.96/mo for 256GB "

Agent (10/02/2023, 07:53:04 PM): "What would be your storage choice and color options "

MAHENDRA (10/02/2023, 07:53:28 PM): "i already have the device which i got yesterday "

MAHENDRA (10/02/2023, 07:53:50 PM): "iPhone ## pro ###"

Agent (10/02/2023, 07:53:59 PM): "You want to add a line to the existing mobile? "

MAHENDRA (10/02/2023, 07:54:36 PM): "no the billing in incorrect its charging me ## which needs to be changed to ##.## "

Agent (10/02/2023, 07:54:53 PM): "Okay I understand, let me explain you better "

Agent (10/02/2023, 07:55:24 PM): "the device payment is $25.96 + $15 for line charges Mahendra "

Agent (10/02/2023, 07:55:41 PM): "Your device monthly is the same only "

Agent (10/02/2023, 07:56:02 PM): "Just that your monthly bill includes device payment + line charges "

MAHENDRA (10/02/2023, 07:56:28 PM): "line charge is per month?"

Agent (10/02/2023, 07:57:02 PM): "Line charge is $15 per month."

Agent (10/02/2023, 07:58:40 PM): "+ the tax of 1.96"

MAHENDRA (10/02/2023, 07:59:31 PM): "i have other line there is no line charge and i am using xfinity mobile since #+ years for the existing number it was never charged "

MAHENDRA (10/02/2023, 08:00:08 PM): "Apple iPhone ## Pro Blue Titanium## pro$###.##

New Number

New line for: Apple iPhone ## Pro, Blue Titanium, ###GB

IMEI # ##-######-######-#

Device Payment$##.##

$##.##/mo for ## months"

MAHENDRA (10/02/2023, 08:00:35 PM): "this is what it is showing in the device which is incorrect it should show ##.## "

MAHENDRA (10/02/2023, 08:01:04 PM): "if you are not able to help let me know, i rather cancel everything "

MAHENDRA (10/02/2023, 08:01:10 PM): "with xfinity "

MAHENDRA (10/02/2023, 08:01:51 PM): "## pro$###.##

New Number

New line for: Apple iPhone ## Pro, Blue Titanium, ###GB

IMEI # ##-######-######-#

Device Payment$##.##

$##.##/mo for ## months

Down Payment$##.##

One time charge, applied toward full cost of device

Line setup fee

A one-time $## charge will appear on your first bill after device purchase."

Agent (10/02/2023, 08:03:00 PM): "I completely understand your point. Thank you for the details, please allow me a moment."

MAHENDRA (10/02/2023, 08:04:16 PM): "i have been chatting with # different person since last #+ hours "

Agent (10/02/2023, 08:07:32 PM): "Thank you for waiting, I completely understand your concern, as I customer I know how it fells when you re charged additional."

Agent (10/02/2023, 08:09:48 PM): "Mahendra, as I am from the in home internet team I do not have the access to check or reduce more on the mobile order or the bill. however let me transfer you to the dedicated mobile team, who will be able to sort out all your questions."

Agent (10/02/2023, 08:10:17 PM): "Hello, thank you for contacting Xfinity. How may I assist you today?"

MAHENDRA (10/02/2023, 08:10:37 PM): "here is summary #. I upgraded my existing line and got new iphone ## pro max with eligible trade in #. I added second line by porting my number and got ipphone ## pro Issue is with ## - I am not getting the deal for adding new line with new phone purchase, the montly pay for device should be ##.##/month but I am being charged $## If ## is not goanna work, I want to cancel everything with xfinity, internet and both lines existing and the one ported"

MAHENDRA (10/02/2023, 08:11:09 PM): "I m being transferred #th time "

Agent (10/02/2023, 08:12:53 PM): "I really apologize for the inconvenience that you faced due to this, [Edited: "Personal Information"]."

Agent (10/02/2023, 08:13:12 PM): "I will surely look into this and help you in the best possible way."

Agent (10/02/2023, 08:15:32 PM): "Just to confirm, have you sent your old device for the trade in?"

MAHENDRA (10/02/2023, 08:25:37 PM): "hello"

MAHENDRA (10/02/2023, 08:26:44 PM): "are you there?"

Agent (10/02/2023, 08:28:59 PM): "Hi Mahendra, thank you for contacting Xfinity. My name is Firdos. How may I help you today?"

MAHENDRA (10/02/2023, 08:29:26 PM): "can u check the existing chat i have been chatting for # + hours without the resolution "

MAHENDRA (10/02/2023, 08:29:48 PM): "Hello, thank you for contacting Xfinity. How may I assist you today?

here is summary #. I upgraded my existing line and got new iphone ## pro max with eligible trade in #. I added second line by porting my number and got ipphone ## pro Issue is with ## - I am not getting the deal for adding new line with new phone purchase, the montly pay for device should be ##.##/month but I am being charged $## If ## is not goanna work, I want to cancel everything with xfinity, internet and both lines existing and the one ported

I m being transferred #th time

MAHENDRA (10/02/2023, 08:29:59 PM): "here is summary

#. I upgraded my existing line and got new iphone ## pro max with eligible trade in

#. I added second line by porting my number and got ipphone ## pro

Issue is with ## - I am not getting the deal for adding new line with new phone purchase, the montly pay for device should be ##.##/month but I am being charged $##

If ## is not goanna work, I want to cancel everything with xfinity, internet and both lines existing and the one ported"

MAHENDRA (10/02/2023, 08:30:43 PM): "i was transferred # times and now since there is no response i refreshed the chat "

MAHENDRA (10/02/2023, 08:30:48 PM): "and chatting with you "

Agent (10/02/2023, 08:31:06 PM): "To get started, may I know your full name?"

MAHENDRA (10/02/2023, 08:31:13 PM): "Mahendra [Edited: "Personal Information"]"

Agent (10/02/2023, 08:31:29 PM): "Thanks for the information. Please allow me few minutes to pull up the account details."

Agent (10/02/2023, 08:34:03 PM): "May I know the line number which you have ported to us?"

MAHENDRA (10/02/2023, 08:34:16 PM): "##########"

Agent (10/02/2023, 08:34:36 PM): "Thanks for confirming."

Agent (10/02/2023, 08:40:12 PM): "Mahendra, I can see that your line number [Edited: "Personal Information"] is deactivate that is why you are not getting the deal."

Agent (10/02/2023, 08:40:34 PM): "In order to get the deal your this number should be active with us for 24 months."

MAHENDRA (10/02/2023, 08:41:12 PM): "you are not understanding. "

MAHENDRA (10/02/2023, 08:41:38 PM): "why would i get new number if i want to port my number "

MAHENDRA (10/02/2023, 08:41:43 PM): "that is still a new line "

MAHENDRA (10/02/2023, 08:42:39 PM): "i added new line by porting the number, I have existing number and its active since last #+ years "

MAHENDRA (10/02/2023, 08:43:07 PM): "i just added line by porting the number "

MAHENDRA (10/02/2023, 08:43:42 PM): "the new number was a mistake by person who instead of porting added new number "

Agent (10/02/2023, 08:44:51 PM): "In this case I can help you with return the device and help you with a new one to get the deal."

MAHENDRA (10/02/2023, 08:46:01 PM): "the number is already ported on that device the eSim "

Agent (10/02/2023, 08:46:36 PM): "Then, you are not eligible for the deal.\"

MAHENDRA (10/02/2023, 08:46:44 PM): "what "

MAHENDRA (10/02/2023, 08:46:48 PM): "why "

MAHENDRA (10/02/2023, 08:46:53 PM): "how does it matter "

MAHENDRA (10/02/2023, 08:47:11 PM): "do u have any email address or supervisor whom I can talk with "

MAHENDRA (10/02/2023, 08:47:21 PM): "this is cheating "

Agent (10/02/2023, 08:47:29 PM): "Because you have already ported out the number with eSIM."

MAHENDRA (10/02/2023, 08:47:33 PM): "so "

MAHENDRA (10/02/2023, 08:47:46 PM): "the promotion still be valid "

MAHENDRA (10/02/2023, 08:48:36 PM): "i got device yesterday and the chat people only ported this number "

MAHENDRA (10/02/2023, 08:49:28 PM): "its been close to # hours every person is doing something different, why did #st person ported this number if it was not possible "

MAHENDRA (10/02/2023, 08:50:27 PM): "the device was purchased yesterday and mistake was made to generate a new number and instead of porting "

MAHENDRA (10/02/2023, 08:50:50 PM): "and it's like ##+ hours since yesterday i am trying to get it resolved "

MAHENDRA (10/02/2023, 08:51:10 PM): "today they ported the number now you can't apply the deal "

Agent (10/02/2023, 08:52:35 PM): "I have checked the account and yes I can see you signed up for the port in and in that you were supposed to get $400 off for port in and the monthly is $16.66 for 24 months. No worries, let me apply the promotion manually and apply the credit of $16.66 in your bill and making sure from next cycle till 24 mnths it'll apply automatically "

Agent (10/02/2023, 08:58:23 PM): "Hi Mahendra, thank you for contacting Xfinity. My name is Amit. How may I help you today?"

MAHENDRA (10/02/2023, 08:58:39 PM): "oh my god "

MAHENDRA (10/02/2023, 08:58:54 PM): "and it's like ##+ hours since yesterday i am trying to get it resolved

today they ported the number now you can't apply the deal

I have checked the account and yes I can see you signed up for the port in and in that you were supposed to get $### off for port in and the monthly is $##.## for ## months. No worries, let me apply the promotion manually and apply the credit of $##.## in your bill and making sure from next cycle till ## mnths it'll apply automatically

any progress?

Connected to a live agent

Now chatting with Amit

Hi Mahendra, thank you for contacting Xfinity. My name is Amit. How may I help you today?

MAHENDRA (10/02/2023, 08:59:20 PM): "this was the last message i received, you are #th person now "

MAHENDRA (10/02/2023, 09:00:00 PM): "how are you guys leaving the chat - its been #+ hours i am connected to # different person "

Agent (10/02/2023, 09:00:15 PM): "I regret to hear that you have to go through so much hassle. Be rest assured You have reached to the right person; I will certainly help you with the concern. "

Agent (10/02/2023, 09:00:42 PM): "In order to process this further, may I know your complete name so that I can pull up your account?"

MAHENDRA (10/02/2023, 09:01:07 PM): "Mahendra [Edited: "Personal Information"]"

Agent (10/02/2023, 09:01:40 PM): "Perfect! thank you for confirming your name."

Agent (10/02/2023, 09:02:19 PM): "Pease allow me a couple of minutes so that I can pull up your account."

MAHENDRA (10/02/2023, 09:03:53 PM): "there?"

Agent (10/02/2023, 09:04:20 PM): "Yes, I am here to help and checking for the account details."

Agent (10/02/2023, 09:05:41 PM): "Just to confirm you are querying about the device credit on your new device right?"

MAHENDRA (10/02/2023, 09:06:20 PM): "yes, on iphone ## pro "

Agent (10/02/2023, 09:06:42 PM): "Thank you so much for letting me know."

Agent (10/02/2023, 09:09:17 PM): "Mahendra, I would like to inform you that I am checking the order history and details and found that you have placed the order of Apple iPhone 15 Pro Max , 256 GB White Titanium and this was and trade-in order."

MAHENDRA (10/02/2023, 09:09:34 PM): "yes"

MAHENDRA (10/02/2023, 09:10:01 PM): "iphone ## pro max is for existing line upgrade with device trade in"

MAHENDRA (10/02/2023, 09:10:24 PM): "iphone ## pro is for new line which is ported "

MAHENDRA (10/02/2023, 09:10:41 PM): "issue is with second "

Agent (10/02/2023, 09:12:00 PM): "Yes, I totally understand all your points for sure you are eligible for the promotion on the Iphone 15 pro max, and is showing as Promotion eligibility: Promotion status Pending: Trade-in later."

Agent (10/02/2023, 09:12:36 PM): "Let me check for the second one that you are talking about your iPhone 15 pro."

MAHENDRA (10/02/2023, 09:15:25 PM): "any progress "

Agent (10/02/2023, 09:16:19 PM): "Yes, I am checking for the 2nd one that is 15 pro,"

Agent (10/02/2023, 09:16:49 PM): "Just to confirm have you received the device?"

MAHENDRA (10/02/2023, 09:16:58 PM): "yes "

Agent (10/02/2023, 09:17:34 PM): "Thank you for letting me know."

Agent (10/02/2023, 09:18:15 PM): "May I know from which carrier provider you transferred line for this device?"

MAHENDRA (10/02/2023, 09:18:23 PM): "and esim is activated with ported number on that device the person i chatted with today did it"

MAHENDRA (10/02/2023, 09:18:34 PM): "t-mobile"

Agent (10/02/2023, 09:19:03 PM): "Thanks for confirming."

Agent (10/02/2023, 09:20:26 PM): "Could you please help me with the IMeI so that I can check it on the advance tool?"

MAHENDRA (10/02/2023, 09:20:56 PM): "##-######-######-#"

MAHENDRA (10/02/2023, 09:21:36 PM): "u neec ime# or #"

Agent (10/02/2023, 09:22:38 PM): "Yes, sure please help me with the IMEI 2."

MAHENDRA (10/02/2023, 09:22:58 PM): "imei# is ###############"

Agent (10/02/2023, 09:24:12 PM): "Thank you so much for providing the details."

MAHENDRA (10/02/2023, 09:26:50 PM): "any progress?"

Agent (10/02/2023, 09:28:08 PM): " I would like to inform you that I have gone through all the account details and found that this offer was on IMEI 1 and you activated the line on IMEI 2. This is the reason why the promotion was not applied to this."

MAHENDRA (10/02/2023, 09:28:42 PM): "so what needs to be done "

MAHENDRA (10/02/2023, 09:29:24 PM): "imei# was asked by person who ported the number over chat he asked me for imei# "

MAHENDRA (10/02/2023, 09:29:37 PM): "its not something i activated it on imei# "

MAHENDRA (10/02/2023, 09:30:54 PM): "you there?"

Agent (10/02/2023, 09:31:16 PM): "Certainly I am here and I am goin g throug the account details to get it checked for you "

MAHENDRA (10/02/2023, 09:33:37 PM): "hello"

Agent (10/02/2023, 09:33:46 PM): "I am here "

MAHENDRA (10/02/2023, 09:33:50 PM): "ok"

Agent (10/02/2023, 09:33:54 PM): "still going through the account details "

Agent (10/02/2023, 09:36:01 PM): "While I am going through the account details, may I ask how is the weather in your city?"

MAHENDRA (10/02/2023, 09:45:58 PM): "hi"

Xfinity Assistant (10/02/2023, 09:45:58 PM): "Hello, there. How can I help you?"

MAHENDRA (10/02/2023, 09:46:17 PM): "chat with agent"

Xfinity Assistant (10/02/2023, 09:46:17 PM): "OK. Which service do you need help with?"

Buttons: Xfinity Mobile | Xfinity Services

MAHENDRA (10/02/2023, 09:46:23 PM): "Xfinity Mobile"

Xfinity Assistant (10/02/2023, 09:46:23 PM): "Thanks, I can help with most issues, but Iâll put you in touch with an agent if you need more assistance. What do you need help with today?"

Buttons: Activation | Billing | Troubleshooting | Other

MAHENDRA (10/02/2023, 09:46:28 PM): "Other"

Xfinity Assistant (10/02/2023, 09:46:28 PM): "You can ask me questions about your Xfinity Mobile account and services or select one of the options below to get started."

MAHENDRA (10/02/2023, 09:46:34 PM): "Chat with an agent"

Xfinity Assistant (10/02/2023, 09:46:34 PM): "Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at [Edited: "Personal Information"].Which works best for you?"

Buttons: Connect with a chat agent | Call me as soon as possible

MAHENDRA (10/02/2023, 09:46:44 PM): "Connect with a chat agent"

Xfinity Assistant (10/02/2023, 09:46:44 PM): "No problem. I'll put you in touch with a live agent now."

Agent (10/02/2023, 09:46:58 PM): "Hi Mahendra, thank you for contacting Xfinity. My name is Mayank. I see you may be having trouble with your Xfinity Mobile service. Is that correct?"

MAHENDRA (10/02/2023, 09:47:08 PM): "yes "

MAHENDRA (10/02/2023, 09:47:17 PM): "i m into #th hr of chat "

MAHENDRA (10/02/2023, 09:47:49 PM): "Full name - Mahendra [Edited: "Personal Information"] "

Agent (10/02/2023, 09:50:37 PM): "Just to confirm your concern is regarding Mobile promotion on the account?"

MAHENDRA (10/02/2023, 09:50:58 PM): "yes"

Agent (10/02/2023, 09:52:09 PM): "Could you please elaborate the concern regarding the promotion."

MAHENDRA (10/02/2023, 09:52:29 PM): "this is my last try, I will be posting whole conversation on social account if it doesn't go through - i am out of patience now "

Agent (10/02/2023, 09:53:20 PM): "I really apologize for the inconvenience you have faced please be assured I will surely help you with the best I can do at my end."

MAHENDRA (10/02/2023, 09:53:27 PM): "i got new device iphone ## pro and ported my number and esim is activated however i did not get $### promotion for new line addition "

Agent (10/02/2023, 09:53:59 PM): "Thank you so much for specifying your concern please be assured let me pull up your account details and help you in best possible way. "

Agent (10/02/2023, 09:54:14 PM): "Please do not minimize the chat session or navigate away from the chat window to ensure that the chat is not disconnected."

MAHENDRA (10/02/2023, 09:54:43 PM): "the device charge should be $##.## instead I am being charged $##.##. "

Agent (10/02/2023, 09:55:12 PM): "Thank you for sharing this. Please allow me couple of minutes to check your account and help you to resolve your query as I do not want to miss the opportunity to as sit you today for being a part of the Xfinity."

MAHENDRA (10/02/2023, 09:57:25 PM): "i m here since last # hours every time we are coming to some resolution state it looks like you guys are restarting the internet modem remotely which disconnects me. It happened multiple times at same state, it can't be co incidence. "

Agent (10/02/2023, 09:59:35 PM): "I am really sorry for the past experience. Please be assured I will surely help you regarding your concern and you need not to worry anything now."

Agent (10/02/2023, 09:59:39 PM): "Just to confirm you are referring to order placed on 1st Oct 2023 for device Apple iPhone 15 Pro Max , 256 GB White Titanium?"

MAHENDRA (10/02/2023, 09:59:47 PM): "no"

MAHENDRA (10/02/2023, 09:59:58 PM): "the other one "

MAHENDRA (10/02/2023, 10:00:05 PM): "iphone ## pro blue "

MAHENDRA (10/02/2023, 10:00:38 PM): "on this device i have ported the number "

Agent (10/02/2023, 10:00:47 PM): "Thank you for specifyin this."

MAHENDRA (10/02/2023, 10:00:54 PM): "and esim is also activated "

Agent (10/02/2023, 10:01:29 PM): "I checked the order was placed on Oct 1st [Edited: "Personal Information"]5Apple iPhone 15 Pro , 256 GB Blue Titanium?"

MAHENDRA (10/02/2023, 10:02:26 PM): "(###) ###-#### - this number was added instead of porting "

MAHENDRA (10/02/2023, 10:02:53 PM): "today esim is activated on this device with ported number ### ### ####"

Agent (10/02/2023, 10:03:43 PM): "Thank you for specifying this. I got your issue now."

Agent (10/02/2023, 10:03:54 PM): "Please let me aexplain you this."

Agent (10/02/2023, 10:06:19 PM): "I would like to inform you that the promotion was applicable on ported number only the therefore the device needed to be activated with the ported number only however as the device was firstly activated with new number and activated with ported number today therefore the the promotion on the account ended."

Agent (10/02/2023, 10:06:42 PM): "This is the reason that the device credits are not reflecting in your account for the same."

MAHENDRA (10/02/2023, 10:06:57 PM): "what should i do then "

MAHENDRA (10/02/2023, 10:07:01 PM): "pay extra "

MAHENDRA (10/02/2023, 10:07:11 PM): "for no reason"

Agent (10/02/2023, 10:08:20 PM): "I totally understand your part however the promotion is only available on activating the device with porting number only. And the same ended in your account due to activation with new number."

MAHENDRA (10/02/2023, 10:09:40 PM): "I am posting this conversation along with all the earlier one everywhere , this is what you serve to the customers with your faults"

Agent (10/02/2023, 10:11:21 PM): "I sincerely understand your part however please let me share with you that you activated the device with new number instead of porting number which is the reason for the promotion not applicable on the account."

MAHENDRA (10/02/2023, 10:11:50 PM): "i did not activate "

MAHENDRA (10/02/2023, 10:11:55 PM): "i have all the chats "

Agent (10/02/2023, 10:13:45 PM): "I can check at my end that the device was firstly activated with [Edited: "Personal Information"] on Oct 1st and on 2nd Oct it was activated with [Edited: "Personal Information"]."

MAHENDRA (10/02/2023, 10:14:52 PM): "but who activates it, i am on chat for # hrs today and # hours yesterday "

MAHENDRA (10/02/2023, 10:15:25 PM): "it's something done by you guys by saying u r helping "

Agent (10/02/2023, 10:16:12 PM): "Thank you for specifying this. I sincerely understand your part and apologize for all the inconvenience you have to go through."

Agent (10/02/2023, 10:20:19 PM): "Just to set clear expectation I would like to inform that the device credits and promotions are only applicable if the device is activated with porting numbers."

Agent (10/02/2023, 10:21:01 PM): "I do not want to make any false commitments with you please be assured I am sharing correct information with you from my end."

MAHENDRA (10/02/2023, 10:21:03 PM): "what should i do sir "

MAHENDRA (10/02/2023, 10:21:22 PM): "u guys only cancelled the number and ported "

Agent (10/02/2023, 10:21:29 PM): "I do have one alternative for you on this."

MAHENDRA (10/02/2023, 10:21:32 PM): "and u r again telling me this nonsense things"

Agent (10/02/2023, 10:22:45 PM): "If you have any other number which you can port with us, what we can do is return your current order and place new order with porting number and activate it with the porting number only."

Agent (10/02/2023, 10:25:05 PM): "I hope we are still connected."

MAHENDRA (10/02/2023, 10:26:58 PM): "i don't have another number.. I am in middle of posting all these conversations on various social groups.. I am left with below two options "

MAHENDRA (10/02/2023, 10:27:05 PM): "#. Post socially #. Cancel everything Xfinity internet and mobile lines with xfinity for their great customer service"

Agent (10/02/2023, 10:29:24 PM): "I am really sorry you feel this way however if i had any option to add promotion back into your account I would surely have done that by now. "

MAHENDRA (10/02/2023, 10:31:51 PM): "thats ok, i just posted into xfinity forum and soon I will end this with xfinity by cancelling everything even if it cost me more. You go frustate others"

Agent (10/02/2023, 10:32:28 PM): "As per the account details the order was activated with the new number however we can not add the promotion manually. I also want to help you with the same however as per the account details we can not add the promotion with the new number. "

Agent (10/02/2023, 10:40:54 PM): "Just to confirm are we still together?"

Xfinity Assistant (10/02/2023, 10:43:11 PM): "Thank you for contacting us."

Buttons: Download Transcript

(edited)

XfinityJeniece

Official Employee

•

2.3K Messages

Hey there, @user_zzv04s, thanks for reaching out through Xfinity Forums regarding your Xfinity Mobile concerns. We have limited access to your Xfinity Mobile account on this platform. I know you mentioned you reaching out to our Xfinity Mobile Team on chat. Have you tried also reaching out to them at,

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Our experts with our Xfinity Mobile Team are going to be the best way to get this resolved as soon as possible.

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

1 year ago

user_op813m

1 Message

10 months ago

Xfinity is been really bad lately been adding lines out of no where iam so frustrated with them

XfinityEricB

Official Employee

•

1.6K Messages

Hey @user_op813m. We certainly don't want you getting service you didn't order. If you have been getting lines added that you didn't order, I would highly recommend contacting our CSA team at 1 (888) 565-4329 to let them know you are worried about fraud. They will help find out how the lines are getting ordered to help protect you.

10 months ago

Devices

user_zzv04s

Cheating/Frustrated/

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