email contact mobile support

Is there an email address for higher level mobile support?

I have a new phone that I would like to use S24 Ultra that is an international version apparently xfinity will not work internationally .

When I tried to switch phones it came up as not compatible. I contacted Samsung they said the

phone is 100% ok and there is no issues with it. I have contacted xfinity mobile several times (weeks now) they claim they

created a work-order to get the problem resolved. I call to check on the status of the "work order" and get a runaround and they claim to make another work request to get the problem resolved. I would like to talk to someone higher up the chain of command that can actually give some straight answers and get things fixed.

How do I get this issue resolved or contact the right person to help me?

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XfinityDemitrius

Official Employee

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1.3K Messages

5 months ago

Hey @user_d3mb3u, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding our Xfinity Mobile Bring Your Own Device (BYOD) service. I would be more than happy to offer my assistance looking into this further for you.

Please accept my most sincere apology for the experience that you have encountered. Currently, we do not support the International version of the device as well as paid off device from other local carriers. At the time of this message, we only support the Xfinity Mobile device as well as limited open market devices. International versions of the cellular device are not supported for the Samsung S24 Ultra. Are you currently an Xfinity Mobile subscriber or looking to enroll into the service?

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user_d3mb3u

4 Messages

I am currently an Xfinity mobile user, I brought devices from att&t so "we only support the Xfinity Mobile device" isn't exactly correct.

Your telephone people assured me that there were work orders put in and that I would be contacted with the status of the work order(s)

as of yet still no response from the "upper" echelon that was supposed to be working on the issue and notifying me.

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5 months ago

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XfinityDemitrius

Official Employee

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1.3K Messages

I greatly appreciate the information, but as of today, we do not support an unlocked Samsung S24 Ultra that was previously tied to the AT&T network. We only support devices that were purchasing from Xfinity Mobile or open market devices such as directly from Samsung website that were not linked to another carrier or international version. I apologize if there was any miscommunication, but we do not support your device at this time. This can/may change in the future, but we do not have any roadmap or estimated time of when this may come to light. @user_d3mb3u

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5 months ago

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user_d3mb3u

4 Messages

the S24 is/was not linked to AT&T. So I think what you are saying is the other xfinity people that said they were submitting a work order and that I would hear back were not telling me the truth?

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5 months ago

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XfinityDemitrius

Official Employee

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1.3K Messages

If you have any further questions, you can reach out to our Xfinity Mobile team directly by calling/SMS 1 (888) 936-496 or starting a live chat with an Xfinity Mobile specialist via chat (https://www.xfinity.com/xfinityassistant/?channel=xMobile). We have already provided you with the information that the phone is not supported. They can provide you with any additional information. @user_d3mb3u

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 months ago

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user_d3mb3u

4 Messages

I only wish you were someone that could actually help. Instead of just a talking head that has no ability to actually help.

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5 months ago

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user_jvrv8c

1 Message

1 month ago

I'm having the same issue with a new unlock S24 phone I purchased for my wife. Doesn't make any sense that this device is incompatible with xfinity's network. I'm beyond frustrated. This device is compatible with all of the big networks. I guess I need to switch providers, which includes 2 mobile plans and my home internet. Time to shop around.

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XfinityRoberto

Official Employee

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1.5K Messages

Hi there @user_jvrv8c. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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29 days ago

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user_d3mb3u

email contact mobile support

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