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user_ih04ud
1st Topic

Visitor

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5 Messages

Tuesday, February 17th, 2026 8:57 PM

Sim card

I'm thoroughly [Edited: "Language"]!!. Yesterday 2/16 I spent a considerable time(1.5 hours+) to setup an exception for my sister to pickup a SIM card from a store near my sister's location due to an emergency. As per  Lawrence with Xfinity mobile, he added my sister as a user on the account and an invite was sent to her to complete the process. This would have enabled my sister to verify the account successfully.

However, when she went to the 8153 Honeygo Blvd location, the representatives did not even attempt to assist her "due to security reasons" even though there should have been detailed notations to reference the urgent request to make an exception.

I'm super [Edited: "Language"] because while I understand "security precautions" there's always a way to make secure exceptions without compromising the account. I had even asked that the store call me should they need to verify the account further.

I wasted time setting this up so my sister a D.V survivor can get immediate access to a phone. 

Additionally, COMCAST rebranding is obviously a complete failure. Customer Service is still terrible and non existent!!

1400% Uber [Edited: "Language"] customer!!

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Updated 

4 hours ago

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XfinityLinda

Official Employee

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2.3K Messages

5 hours ago

Thanks for meeting us here in our community, @user_ih04ud. We're sorry to hear the experience wasn't the best. We truly value your attempt at making the trip to the store an easy one. Like you mentioned, account security is very important to us. We'll be happy to assist from here. Can you tell me if you were able to get assistance, or are you still in need of the SIM card?

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user_ih04ud

Visitor

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5 Messages

Hello,

Thank you for responding. My sister is still in urgent need of the SIM card immediately.

She has been added as an Account Manager on my Xfinity Mobile account, and all necessary invites and permissions were completed in advance.

Despite this, the local Honeygo Blvd store refused to assist her, citing “security reasons,” and has no direct line to resolve exceptions. This is not due to her or my error — the system simply does not empower stores to honor authorized account access.

Given the urgent nature of this situation and the failure at the store level, I am requesting immediate assistance to get the SIM in her hands in Maryland today, via any available method (courier, priority shipment, or local store intervention with corporate support).

Please provide a direct point of contact and timeline for resolution today.

Thank you for your attention and prompt action!!

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5 hours ago

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user_ih04ud

Visitor

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5 Messages

@XfinityLinda​ Hello,

 

Thank you for responding. My sister is still in urgent need of the SIM card immediately.

 

She has been added as an Account Manager on my Xfinity Mobile account, and all necessary invites and permissions were completed in advance.

 

Despite this, the local Honeygo Blvd store refused to assist her, citing “security reasons,” and has no direct line to resolve exceptions. This is not due to her or my error — the system simply does not empower stores to honor authorized account access.

 

Given the urgent nature of this situation and the failure at the store level, I am requesting immediate assistance to get the SIM in her hands in Maryland today, via any available method (courier, priority shipment, or local store intervention with corporate support).

 

Please provide a direct point of contact and timeline for resolution today.

 

Thank you for your attention and prompt action!!

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5 hours ago

0

XfinityAldrik

Official Employee

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2.4K Messages

Given the situation you described @user_ih04ud, I understand how upsetting it was for her to be turned away after you both spent so much time preparing the account access. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:


Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil 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
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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

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user_ih04ud

Visitor

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5 Messages

I just sent the direct message via xfinity support 

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4 hours ago

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