I am in urgent need of assistance from a manager.

Our experience with Xfinity Mobile has been completely unacceptable. We are one week into service and still do not have a fully functioning mobile phone. This is especially concerning because the phone is for my 80-year-old mother, who needs a reliable device for daily use and safety.

I have made multiple attempts to resolve this through customer support, but I have been trapped in an endless loop with no ownership, no progress, and no resolution. At this point, the lack of accountability is alarming.

This has been, without question, the worst customer service experience I have encountered. I am asking for immediate escalation to someone with the authority to resolve this issue promptly.

Is there anyone within this company who can take ownership and help us fix this—now?

Responses

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XfinityKassie

Official Employee

•

2.2K Messages

15 hours ago

user_95b9zo Good morning! We appreciate you taking the time to reach out to our Xfinity Forums Team for assistance with your Xfinity Mobile services. Cell phone service is so important these days. I'd be happy to help you get in the right direction for getting your services working properly. To begin, can you please send a Direct Message with your name, service address, and the mobile number we will be working with?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

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user_95b9zo

I am in urgent need of assistance from a manager.

XfinityKassie

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