Xfinity Mobile Service Issue Unresolved for 3 Weeks – Need Immediate Resolution

Who at Xfinity Mobile can actually resolve this TODAY?

I have been an Xfinity Mobile customer for a long time, but the customer service I’ve received over the past three weeks has been beyond frustrating. My phone has been without service since February 14, and despite multiple calls, chats, and even visits to the Xfinity store, I still have no resolution.

Here’s what has happened:

• My phone suddenly lost service, showing “SOS” and “SIM Failure.”
• I went to an Xfinity store for a SIM replacement, but they refused to accept my valid Permanent Resident ID and Passport as identification.
• Customer support repeatedly transferred me, and at one point, I was even told I had to pay my bill before they could assist me—even though my service was already down before my due date.
• After escalating, I was promised a SIM card replacement would be mailed to me, but it has been three weeks, and I never received it.
• Each time I contact support, I’m transferred to another agent, department, or team that either can’t help or promises a solution that never happens.

I rely on my phone for work as a real estate agent and single mom, and being without service for this long is unacceptable. At this point, I expect:

1. Immediate service restoration. I cannot wait another 24 hours.
2. A full courtesy credit for the time I have been without service.
3. A written confirmation email outlining the resolution and credit.

I have exhausted every possible support channel, and I am now posting here in hopes of getting real attention to this matter. Xfinity, please do better for your customers.