Visitor
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1 Message
I am at a loss with my mom's phone number
My very elderly mom recently moved to an apartment from her home. I transferred the phone and internet and was promised she could keep her number as she was moving in the same town. I had a very inexperienced support person at an Xfinity store and somehow he did not keep the same number. When I went back to talk to them because my mom's number was changed they helped me contact someone who assured me her number was recoverable and it would be in place in 48 hours. That was over 2 weeks ago. I have spent no less than 12 hours total chatting and talking to agents online and on the phone. Each time I am promised it will be fixed in 24 hours. I am given a ticket number or an order number and told not to worry. I have 3 ticket numbers and have called more times than that. The number has not been recovered. There is no way for me to talk to someone without going though an hour long maze of representatives who can't look up the ticket number or wrong connections to wrong departments. I have to retell the story every single time and start from scratch. You win. I give up. Your customer service is awful. My mom deserves a refund. No one should have to go through this to be lied to over and over.
XfinityMarshante
Official Employee
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579 Messages
4 hours ago
Hello @user_hnrcqa, thank you for taking the time to leave a post. I'm really sorry to hear about the experience you've had while trying to retrieve your mother's number. I can absolutely understand how frustrating and stressful that must be, especially when you're urgently trying to get in contact with her. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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