Fixing my Xfinity Mobile/NOW Mobile account

I had 2 phone numbers that were on an Xfinity Mobile account attached to an Xfinity Internet account. The Xfinity Internet account was discontinued and switched to Xfinity NOW Internet. When I requested the 2 Xfinity Mobile numbers to be switched to NOW Mobile, 1 of them was successfully transferred and 1 was not. I am unable to access the accounts for the number that did not transfer from Xfinity Mobile to NOW Mobile. I am currently billed for both phone numbers on both NOW Mobile an Xfinity Mobile. I have been told my NOW Mobile account is attached to my now defunct Xfinity Internet account. Your chat and phone support staff do not seem able to fix this nor can the personnel in my local Xfinity store. How the heck do I get this fixed?

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XfinityMarcus

Official Employee

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1.9K Messages

3 months ago

@pcable7630 thank you for using the Xfinity Community Forums to reach out today. I understand we are looking into getting your mobile lines corrected after a change to NOW services. Firstly, how long ago did you make the switch from residential to our NOW prepaid option?

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pcable7630

Visitor

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5 Messages

You people and your systems are totally useless. You bill me for services you are not providing. You appear to be unable to correct the flaws in your systems that cause this. You seem to be unable to correct the problems through manual intervention even through your so-called Executive Resolutions Dept. You accidentally disconnect the correct working services while trying to correct things. You are generally unresponsive and do not do what you say you are going to do. You issue credits to a non-working account as a solution when a refund would have been the only proper resolution. In short, you are terrible at customer service.

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29 days ago

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XfinityRichard

Official Employee

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2.6K Messages

Thank you for your reply, @pcable7630 If you would like to send me a DM with your full first and last name along with your full service address so that I can assist you further with your concerns.-Richard

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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29 days ago

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pcable7630

Visitor

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5 Messages

3 months ago

July 10 2025. It is becoming increasingly apparent to me that Xfinity is unable to resolve my issue in a timely manner. Furthermore, I have recently learned that Xfinity has known about this problem for at least 9 months and has not been able or is unwilling to resolve it. I am extremely dissatisfied with your support. I can't fix it using the tools you have provided in the Xfinity app. Your store cannot fix it since they don't have the tools either and can't even see the NOW account. Your phone and chat support system is unable to resolve it. Both Xfinity Mobile support and the very useless NOW Mobile support.

xfin it

Even worse, Xfinity continues to bill me twice for the same mobile service both as a Xfinity Mobile account and a NOW Mobile account both on the same phone number. How is this even possible?

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pcable7630

Visitor

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5 Messages

The Xfinity Internet account was switched to NOW Internet back in April.

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3 months ago

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pcable7630

Visitor

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5 Messages

3 months ago

I received an email from Xfinity asking me to accept the "solution" that was given here. Really? There was no solution.

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pcable7630

Fixing my Xfinity Mobile/NOW Mobile account

XfinityMarcus

pcable7630

XfinityRichard

pcable7630

pcable7630

pcable7630

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