1 Message
Unable to upgrade phone with monthly payments
We have had our Xfinity mobile service for 2 years. Never had a late payment and have paid off our phones. We paid for our phones on a monthly payment plan. Our account says ELIGIBLE for an upgrade however when we went to get a new phone today we were told we had to pay in full. We were told the reason is because we no longer have internet services through Xfinity. We cannot have Xfinity internet due to it violating our contract with our apartments internet provider. When we turned off our internet we were told by 3 people it would in NO WAY affect our mobile service or its terms. I asked about the upgrade terms and was told that as long as payments were paid on time and the device was paid off we would be eligible for the same financing terms. We are confused and frustrated and would like this rectified. PLEASE stand behind your loyal customers and provide them with the same terms as when they signed up for you mobile services. To be completely honest.. why would we want to continue service when we are treated so horribly?
CCSheila
Retired Employee
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1.1K Messages
2 years ago
We appreciate your feedback and understand your concerns. At this time we do not offer financing option to our customers who do not have our Xfinity Internet services. While it does not affect your active Device payment plan it is a requirement for new service or financing.
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Pycees
2 Messages
2 years ago
It seems very unfair to not allow customers to participate in the flexible payment plan towards new phones because they no longer have internet services.
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user_kmoblj
1 Message
2 years ago
What a big disappointment finding out I can’t finance a new phone due to not having internet! I’ve been a customer with internet services 2018-2023 & sold my house recently canceling internet. Mobile phone customer for four yrs & this is how existing customers are treated. I’ll be switching companies in the next week for mobile services & will have a different company for internet when I get a new house.
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user_879c6b
Visitor
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4 Messages
2 years ago
I tried to upgrade also, but can't because I don't have Internet. What does Internet have to do with mobile?? I can have a mobile phone without Internet. It's showing not active on my account page, but you all are still taking my monthly payments. I don't see the logic and it don't make sense. I've paid my bill timely with automatic payments for years. I will be finding another provider, been wanting to for awhile now, not like you all have great service to begin with.
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