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Luna_geisha
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3 Messages

Tuesday, March 21st, 2023 12:44 AM

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I am unable to buy a new phone

Is anyone else having this problem? I get everything set and go to add to cart and get an error message saying it’s something on their end. I even had an agent try to bypass and no luck, they hit the same error message. I’ve used different devices, browsers, incognito, and no luck. It’s been going on for at least 24 hours now, any idea when it will be fixed? 

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1 year ago

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XfinityJohnG

Official Employee

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1.1K Messages

2 years ago

Thank you for reaching out to our team here. Are you still having an issue completing an order? I would be happy to check on any order for you from here. Could you send me a direct message with the full name and complete address for your service?

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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DamienAS

Visitor

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1 Message

@XfinityJohnG​ I'm having the same problem trying to buy a Galaxy S22+ with a phone plan, could it be that it doesn't wanna work because I wanna use my old phone number that's tired to my dad's xfinity account? he's tired of paying it for me and wants me to get my own so I'm trying and my phone needs upgraded so I figured "why not?' and now I keep geting "technical difficulties" error and I've used two different browsers and still keep getting the error

1 year ago

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XfinityThomasC

Official Employee

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1.8K Messages

Hello, @DamienAS! 

Thank you for reaching out for help with Xfinity Mobile service. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

 

  • SMS Text Message: 1 (888) 936-4968

 

  • Phone: 1 (888) 936-4968

 

  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

Thank you for participating in our community. 

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

1 year ago

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Luna_geisha

Visitor

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3 Messages

1 year ago

I ended up going to the xfinity store and they were on the phone with tier 3 tech support for 2 1/2 hours,  and they found that there is a glitch in my account. Something about being stuck in gen 2 and not upgraded to gen 3 ( no idea what that means) so they put in 2 SR tickets ( again, no idea) and said it would take 7 to 10 days to fix. I’m on day 5 and still waiting. 
so, if anyone else is having this problem, this is what it’s going to take. 

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lmacmil

Contributor

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226 Messages

@Luna_geisha​ Good luck getting that fixed.  What I discovered in trying to get a billing issue fixed over 10 months, five SR tickets and two Tier 3 support people (Tier 2 did nothing but create tickets and close them without fixing the problem) was that the XM systems are apparently so complicated that once a mistake is entered into the system, it's almost impossible to resolve.  My issue was eventually resolved by a diligent Tier 3 support person but I probably spent 10-15 hours on the phone with the various levels of support over a couple dozen phone calls.  

1 year ago

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Luna_geisha

Visitor

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3 Messages

1 year ago

After another 2 1/2 hours total on with customer service, they said the gen 2 thing was fixed. And I am still unable to buy a phone. So I figured out a solution to my problem myself, I switched to Verizon. The phone I’ve been trying to buy from xfinity for three weeks is going to be delivered by Verizon tomorrow. 
I was left with no choice, nobody seemed to either know or care enough to fix this problem for me. I kept getting passed to someone else to someone else to someone else. I’ve been ridiculously patient,  but I am done.
I’m paying more per month, and I’m not getting the 550 off deal I was guaranteed to get once this was fixed, but I’ll have the phone I’ve saved up for. 
sorry xfinity, you failed me. 

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XfinityRay

Official Employee

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2.1K Messages

I am sorry that our team was not able to get involved to further help, @Luna_geisha. We never want there to be a problem and will do everything in our power to help if something comes up. I just switch to Xfinity Mobile last month from Verizon and have been loving the service and my greatly lowered bill. We cut our family plan cost by 1/2. We hope you will think of us again in the future! Did you have any further concerns at this time? 

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

1 year ago

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