Some Vexing Xfinity Connection Issues

Hi Folks. I'm using this forum because I cannot find an email address for customer service. I’m hoping that someone from Xfinity might notice it and respond. Briefly, I've been having a lousy experience with Xfinity. Here are the issues I've been experiencing. 

Onboarding

When I contact Xfinity about potentially signing up for service, I was provided information that did not work out well. The Xfinity rep told us that the numbers had been transferred and we could move forward. In fact, we should have waited for a week for the numbers to transfer. As a result, three of us had significant problems transferring numbers from Verizon to Xfinity.  The biggest problem involved our son, who was attempting to transfer his number to a new Pixel Pro XL phone. He eventually gave up and got a new number from Xfinity. 

Losing Connections to the Xfinity Mobile Network

My wife, my daughter, and I regularly lose connection to the mobile network. We all use Wi-Fi calling, but that doesn't help with incoming calls, most of which simply go to voice mail. I received voice mail today from an insurance adjuster. It was an important call. When I saw voice mail come in, I called the adjuster. I had to wade through multiple "unable to connect" and "please connect to a mobile network" popups, each of which I followed up with a reconnection to the Xfinity  mobile network, when I tried to call back. Because I was reaching the agent’s voice mail, I called several times. More than half of my calls resulted in the popups about not being able to connect. My wife, my daughter, and I have these problems on a daily basis. When I've asked Xfinity for help through the ChatBot or when I'm lucky enough to reach a human, the advice I’ve received has ranged from "restart your phone" to "I will make changes on this end; once you get off this call, restart your phone and all will be well." Things are not well. No fix has been provided. This is extremely frustrating. Oddly, this only occurs at our home. When I've explained this to the Xfinity representatives, they don't seem to have any suggestions beyond restarting our phone. This is especially vexing because we did not have this problem when we were on our Verizon plan—which, apparently, use the same cell towers.

International Calling Issues

When I first signed up with Xfinity, I asked their representative a simple question: "Does Xfinity offer the same monthly plan Verizon offers for international travel?" The month-by-month plan is less expensive than the $10 a day plan. I was told that plan was offered. It isn't. 

During our last trip overseas, I found that, despite not receiving or making calls or messages and despite having our mobile data turned off, we were being charged the daily fee. In my case, it appeared to be charged when I restarted my phone. I chatted with an Xfinity rep via chat and was given a $20 credit. My wife left her Xfinity SIM on, since we wanted to be able to receive a call or messages from our family, but she turned off her mobile data. Yet, on at least ten occasions, despite not making or receiving calls or sending or receiving texts or using mobile data, my wife was charged for accessing the mobile network. When I saw our bill after we returned to the US, I saw at least 10 charges on days my wife did not use her phone. I looked at the mobile data usage and saw that a few bytes of data had been sent every few hours to Xfinity (or, I think, Verizon). This was the only mobile data that had been sent on the days in question, so it appears that they triggered the charges. I explained this to an Xfinity rep and was told the charges would be refunded. That didn't happen, and we ended paying more than $200 for all of those "connections."

Clearly, I'm pretty frustrated with my experience with Xfinity. Perhaps someone from the company will reach out to us so that we can figure out a way to address these issues.

All the best,

Mike