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user_f13aad
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Sunday, January 29th, 2023 6:13 PM

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Failed Identity Questions - Early Upgrade

I went to the Xfinity store a couple of times and attempted early upgrade about 5 times without success.  Submitted my DL and SS and the system prompted identity questionnaire. Everytime I answered questions with correct answers where applicable and 'none of the above' where it was not relavant. The system failed every time and I am now cant make any changes to the account. I have excelled credit with no -ve accounts. I called all three credit bureau's and verified that my credit profile was not locked or had any illegal activity to which they responsed 'No'. 

I dont understand why comcast is unable to process an early upgrade for an existing customer for 4 years with no delinquent payments. Their order management system [Edited: "Language"]. Very bad customer experience. I will be switching carrriers at the earliest. 

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2 years ago

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CCAmir

Gold Problem Solver

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7.2K Messages

2 years ago

Hello, please reach out directly to Xfinity Mobile team. The expert mobile team can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week. You can also reach out using this link https://comca.st/3CKnZdO. Scroll down to the bottom of the support page and click "Ask Xfinity". If you have any further questions or concerns, please don't hesitate to reach out.

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user_ca2906

Visitor

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7 Messages

2 years ago

I’m going through the same problem, you go to the store and they tell you to call customer service. Customer service says you can’t do early upgrade online and must go to the store, it’s a never ending cycle of stupidity!

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XfinityPeterH

Official Employee

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1.5K Messages

Hello @user_ca2906 and thank you for letting us know about your experience. I would be pretty frustrated if I was in your shoes too. Our department is very limited with being able to help Xfinity Mobile customers but we want to do everything we can to help. I know you have already been in the store and called, but have you tried out experts by chatting? Chat: xfinity.com/xfinityassistant/?channel=xMobile

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

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user_ca2906

Visitor

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7 Messages

Chat was the worst of them all, they ordered me an extra line of a completely different phone. Now I get to waste more of my time sending this stupid phone I didn’t even want back.

2 years ago

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