U

Wednesday, February 14th, 2024 9:49 PM

Closed

Does anyone at XFinity have a clue how their own networks operate?

I bought an unlocked Moto G Power 5G 2023 directly from Motorola about 3 months ago and have been loving it.

I recently needed to switch to Xfinity mobile. The agent who took my order told me that my phone would not work with XFinity mobile, even though they get their service from Verizon and the phone is 100% compatible with Verizons network.

"But don't worry!" He said. "We can give you the EXACT SAME PHONE for FREE!"

When I finally received the phone over a week later (I almost didn't get it, which is a whole other saga featuring Xfinity's commitment to not doing a damn thing) it turns out it's not the same phone at all.

My phone has 6GB of RAM, 256GB of storage, and is a nice "Mineral White". The phone they sent me was a severely crippled version that Motorola wont even sell on their own website. It has 4GB of RAM, 128GB of storage and is black, and those are just the differences I've been able to notice so far, who knows what other corners they have cut to trick you with this neutered phone. 

Not only was the "EXACT SAME PHONE" bit a lie but it's not free either. Instead of giving you the phone for free, they charge you for it, but give you a "Credit" each month to make it no cost for that month. What that means is if I eventually find a mobile company that actually has a clue about what they are doing I would have to PAY the remainder of the balance on the phone. On top of all that Xfinity charges $260 for the phone and you can buy the much better version directly from Motorola for $199. https://www.motorola.com/us/smartphones-moto-g-power-5g/p?skuId=880 That's not FREE by anyone's definition.

Obviously if I hadn't been lied to I wouldn't have accepted the offer.

This is probably false advertising and is definitely deceptive business practices.

On top of all that I was told by a supervisor of Xfinity mobile customer support that there was literally NO ONE who works for Xfinity would be able to answer this one simple question. "What exact feature or specification is my phone lacking that makes it not compatible with your network?" because my completely unlocked phone supports 5G sub6 NSA, VoLTE, and WiFi Calling on Verizon (And AT&T, TMobile, Google Fi, and most other MVNO's out there) it supports 5G1: NR band n2/n5/n7/n12/n25/n30/n41/n66/n71/n77/n78 | 4G: LTE band 1/2/3/4/5/7/8/12/13/14/17/20/25/26/29/30/38/39/40/41/48/66/71 | 3G: WCDMA band 1/2/4/5/8 | 2G: GSM band 2/3/5/8

If it's just software I would download and install any software necessary. What else could it possibly be? Seems like such an easy question for people who provide support for the network to answer. You have no idea why this phone wouldn't work on your network? Really? And you don't think that's odd?

Overall Xfinity's "customer service" is an absolute joke. The Agent's are severely under-trained, misinformed, and unmotivated to actually help you. Actually getting a CSA on the line to begin with is a nightmare. I had to tell the automated robot three times (per call) that no I don't in fact want you to reboot my router when I am calling about my mobile phone. There should be an option to talk to a person or at the very least a call back number directly to the department when you've already called once and got disconnected multiple times. Oh and I've actually had 5G service precisely one day since I activated the phone a week ago. My service was cut off yesterday due to a "System Glitch" and they said it would take 24 hours to restore my service and guess what? 24 hours later I'm still not on 5G. Color me shocked.

What is wrong with you people?

Problem Solver

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568 Messages

9 months ago

@user_88p66w According to Motorola, the phone should be compatible with other Verizon MVNO's on their network. Ref: https://www.motorola.com/us/carrier-compatibility Have you tried putting your Xfinity Mobile SIM in the phone you purchased from Motorola to check if it works?

Xfinity Mobile only supports BYO devices from Apple, Samsung and Google. And LG and Motorola phones purchased directly from them. They state in this support article here: https://www.xfinity.com/mobile/support/article/bring-your-own-phone-details

(edited)

1 Message

I recently had the almost same experience with Xfinity.  I wanted to lower my phone bill and my Broadband internet service as prices keep rising.  I had previously had Google Fi and had no problems but when I chatted with Xfinity customer service I was offered a 'Deal' that would give me Internet & mobile phone service for a smaller price tha I had been paying and also offered a 'free' phone.  I received the phone in a short time and cancelled my service with Google Fi.  My own phone was a MotoG power and worked very well.  This new phone was a cheap Moto G play and I didn't like it at all as it was no match for my previous phone, kept dropping calls and had to keep playing with the wi-fi and mobile data interfering with each other.  Finally got sick of that phone and put the sim card in my old phone and now I'm happiy with my phone but still have that cheap ($150 from Xfinity, $99 from Amazon) free phone that locks me into a 2 year deal or I'll have to pay for that overpriced phone if I quit.  Live and learn, my fault for not reading the fine print. 

Official Employee

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1K Messages

9 months ago

@user_88p66w This isn't the experience we want any customer to have, but you would need to reach out to our Xfinity Mobile team as they are the ones that handle all mobile issues directly. For all Xfinity Mobile related questions please contact Xfinity Mobile by calling or texting 1 (888) 936-4968, or reach out to a Secure Online Chat. (https://www.xfinity.com/xfinityassistant/?channel=xMobile) 

2 Messages

9 months ago

I recently switched carriers from T-Mobile too xfinity. I’m on a family plan so my Mother and father also switched. I had no issue, my dad had no issue, but my mom’s phone wasn’t getting service. They didn’t upgrade their phones, they kept the same phones they had while I got a new iPhone. I dont know much about carrier network stuff but I’m decently tech savvy. Long story short I went into network mode and switched the network mode from lte too global. Since we originally had sprint then T-Mobile, the network mode was on the network specifically for t-mobile. Anyway, hope this helps or has some value. @user_88p66w

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2 Messages

9 months ago

I don’t know what led me too fixing my moms phone because I didn’t know what too look for or what too do. But I figure I dig into the settings and try. But yeah I learned a good amount through that experience

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