Worst possible support available. Update!!! See below!!!

Somethings gotta change... Monopoly corporation that's too big to give [Edited: "Language"] about customers. 

It just isn't right.  We, the customer, are the reason they are in business.  They need to remember that. Without us,  they fail.  All I want is to be heard, treated with respect and offered a solution to my problem. 

@user_6736c1 I am sorry you had a bad experience working with Xfinity Mobile customer service. Do you still have mobile concerns we can assist you with?

Hello @Bill98tec, thank you for taking the time to reach out on social media. 

We have a specialized team of experts that are able to assist our Xfinity Mobile customers. That team can be reached at 1 (888) 936-4968 via text message and over the phone. If you'd rather chat with a Mobile expert online, that can be done through this link comca.st/3G78PAk. Here's a link to our Xfinity Mobile website https://www.xfinity.com/mobile/support.We know our customers are the best part of Xfinity and appreciate you taking the time to give us the opportunity to help.

Thank you for your reply, however, I have tried all the standard channels with no success.  I need to speak to a specialized team who is willing to listen to my problem and have the authority to do the right thing for this kind of situation.  Put me in touch with someone who can help.

Thank you,

Bill

@Bill98tec We can definitely see what options we have available to help you. I understand that you had purchased the Google Pixel 8 on promotion. Can you tell me more about what has happened and the resolution you are looking for? 

@XfinityBillie​ hi,  were you going to try to resolve this, please?

Hello again, @Bill98tec! Thank you for reaching back out. While our team can help with a wide variety of concerns, 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 -- this includes billing, sales, device questions, etc. For all Xfinity Mobile related questions please contact Xfinity Mobile by calling or texting 1 (888) 936-4968 or reaching out to our Secure Online Chat. If you have already reached out to Xfinity Mobile regarding your concerns, and they are still unresolved, our team can help facilitate communication with the appropriate team. Please send our team a direct message to get started.

To send a direct message: 

• Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging 
• From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'. 
• Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond. 

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

@user_6736c1​ I can relate...

A little secret,  I am a former tech support engineer for a very, very large US software manufacturer, where for five years,  '98-'03, I answered almost 20,000 inbound support calls.  We were the best of the best and we took great pride in providing the best technicial and customer service available. Our average satisfaction rating was in the mid-90's out of 100%.  My personal rating was 94.3%. In '03, they decided to shift support overseas to save money and customer service has never been the same.   There rating after the first year w 7%.  Highly doubt it's gotten much better. It's sad that they put so little value in such high quality service in order to save a buck. 

I'm not sure if I'm allowed to provide the name of the person I talked to, and will update if given permission to do so.  
The fantastic rep who contacted me is by far, the best rep I have ever talked to at ANY corporation!!! She had restored my faith in xfinity!!! She deserves a raise.  We worked out a resolution and I'm eternally grateful for her assistance!
Thank you, JS!!!
[Edit: Personal Information]

That is amazing news @Bill98tec, thank you so much for sharing the update! You are allowed to speak of the experience you had as well as the name of the person you spoke with as we want to hear of both the good and bad experiences! 😀 It is so wonderful to hear that you were able to connect with the expert you needed to resolve your issue, and we appreciate your sharing such a positive experience. We will definitley make sure this is forwarded over to the correct teams for notice! If there is ever anything else that our team here can support you with, please don't hesitate to let us know. Our team is available to you every day from 6 AM - 12 AM ET to help!

Thank you for reaching out to us Ereese2! This is not the experience we want you to have. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. 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 so very upset! I haven't notified of this situation because I was trying to give you guys a chance to address it! Nothing has changed except the total bs and run around I have been given! You guys say you will call, you never do! I attended many times to reach Janae. She never answers or returns calls.  I am marking this as not resolved and I want a supervisor to call me!

@Bill98tec​ of course, 5 days and nothing....

Hi @user_ui66p2 Thank you for reaching out on the Xfinity Community Forums. We are happy to assist you with your concerns. Please provide detailed information as to what happened and the phone model you received. 

@XfinityJanelle​ I started my disappointment with Xfinity Mobile when I looked at my cable bill and found I was paying for a land line which was not being used. I contacted a live support person out of South Africa. She stated that I can convert my land number into a free mobile Google Pixel 8 phone.I was told that it would only cost me a one time fee of 57.00. So I decided to start the process. This was in March 2024. She stated that I should activate it up on receipt of it. There was no mention of a 14 day cancellation period. The phone came about a week later and I was not available to activate it due to some family issues. I finally activated it in late April. I recieved a bill stating that I owed Auto payed 57.00 and then 49.00 for phone payments. Which ment I never got the phone for free. I called and was told the constant repeated line "Your phone cannot be cancelled or returned because it wasn't cancelled in the first 14 days." This would be the mantra for everyone of my chats and calls and even a visit to the local Xfinity store. My issues is I since reset the phone and it is deactivated and put back in the original packaging. I still owe payments on it. I need this mobile account cancelled and I will gladly return the phone and I need the data service for at this moment I'm paying for on a monthly basis stopped. I know there are records for all of my discussions with your service department. Feel free to review them all. Quite frankly I have been a subscriber to your Cable and internet for a number of years I was just trying to lower my cable bill. Please resolve this for me.

Thanks for reaching out, user_ui66p2! I'm so sorry you've had issues with your Mobile services. The Xfinity Mobile team would be the team to help you cancel services. I know you've tried a few different ways and teams to get that done. Have you tried to call Xfinity Mobile directly?