Visitor

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4 Messages

Wednesday, April 30th, 2025

I need a GOOD email address for Xfinity Mobile Customer Support

I have now spent hours already working with techs in chat ... and was given an email address not once - but TWICE - to send issues to support.  Of course, as soon as I did that, it was immediately failed!!!

Agent (03:25 pm): You can use this email: support@xfinitymobile.com.
Agent (03:59 pm): You can use this email: support@xfinitymobile.com.

Auto-response

Email from do-not-reply@xfinitymobile.com: Auto-response


From:do-not-reply@xfinitymobile.com

1:18 PM

To  [Edited: "Personal Information"] 

You have reached an inbox that is not monitored. Please do not respond back to this email. For immediate support, please feel free to contact our Customer Care Team 24 hours a day, 7 days a week via phone/SMS (888-936-4968), or via chat (http://www.xfinitymobile.com/).
Thanks,
Xfinity Mobile Team


Can I get the ACTUAL email address to send the two issues to - where they will go to a real person, to be addressed and I can do something else with what is left of my day?

Thank you.
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Official Employee

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2.5K Messages

5 months ago

@nancy.f

Thanks for reaching out to us,  can you give us a little more detail on what issues you're actually having with your mobile services?

Visitor

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4 Messages

5 months ago

PROBLEM #1

While logged into my Xfinity "apps" on my computer it will not allow me to access my Voice options, even though it  shows on the screen as available.

I can access Email and I can access the Address Book, but each time I go to voice mail, it gives me the screen below and sends me to a sales screen - when I have my phone service THROUGH YOU.  I have tried to do this because of the following problems that I have with the voice mail on MOBILE.


PROBLEM #2
 
On my device, when I go to the Voice Mail tab, it constantly shows "Can't Update visual Voicemail" ... when that is supposed to be a "feature" of the service that I pay for.
 
PROBLEM #3
When voice mails are left, and I go to open them, instead of a visual transcription I see "Unsupported message type, call *86 to listen.  Transcript not available."

Why tout features that aren't going to work in real life?  Very frustrating. 

Oh -- can't put a photo here ..... which is why I wanted to send an email.  {rolling eyes}



Visitor

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4 Messages

@nancy.f​ It also COMPLETELY blows my mind that you have the UPPER tier "support" technicians of the MOBILE PHONE department that CAN'T MAKE an OUTBOUND PHONE CALL to do any testing/troubleshooting??  I've had several trouble tickets with my voice mail where I had to contact friends (during the day while they were at work) to call me to test and see if it was working.  

Official Employee

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1.6K Messages

 

nancy.f I am sorry, can you confirm the number you called is (888) 936-4968?

 

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

Visitor

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4 Messages

Yes indeed -- enough times during my time as a customer, that ya'll really should send me a monogrammed polo shirt.  
I've also spent enough time on chat that I deserve compensation and a 1099.

Just sayin.

Official Employee

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440 Messages

Hello @nancy.f. I am sorry to hear you are having so much trouble getting this resolved. 

Please send us a direct message with your full name and address so that we can assist you further.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" 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.

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

Contributor

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186 Messages

4 months ago

I have found the best way to get through to somebody in corporate is by using this link in this form. Someone always answers me and helps me If I have a problem that no amount of phone calls can help. I’m about to fill it out myself right now. https://www.xfinity.com/nod/form

Visitor

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2 Messages

3 hours ago

I am so sick and tired of trying to deal with customer service, I was going on vacation to Mexico, I called and spoke to customer service prior to leaving and they "added" the international pass, I got to mexico and never got the welcome to Mexico message and then I got a message showing fees that my account had accumulated. While in Mexico I spent over an hour talking to Amaan Chat ID 6962680153623609277 where we talked about the pass, but prior to the pass he tried to sell me into switching to a new plan and he was very pushy, after telling him no numerous times he finally said he would be adding the pass to our phone and that my account would be credited for the charges. Now I see that my bill has over $300 in fees. I chatted with Harpreet and told him what the issue was and he said he would look into it, offered my 2 free apple watches with $0.00 monthly fee and my bill would stay at $117 + $3 fee, and if I added this that he would remove my accrued fees. I told him no, and he said it would be less $ that I pay that it would not cost me anything additional, I again told him no, that I did have apple watches but did have them activated with a service line. So he said if I added my apple watches to the line that he would remove the fees. I again told him no, that I did not want to add or change my service. All in all he said he would not remove the charges, that he could see tha tthe pass was added to my account, but that I didn't activate them. This is ridiculous this is actually the 2nd time that I have had issues when i travel to Mexico even after I added a pass, last time they didn't cancel the pass, so even though I was in the US they kept charging me per day for the pass. I am tired of always feeling pushed to make changes so that they will "fix" my issues, yet they are issues that shouldn't be because I called to get them fixed. You need to do better Xfinity. 

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