1 Message
Iphone Trade-In and Upgrade
Trying to upgrade my Iphone XS Max for a Iphone 15Pro, Xfinity customer service has identified that my Iphone XS Max IMEI number is not in their system (purchased from them), though this is my active phone which I have service with for perhaps 5 years. Further they discovered that I had no additional lines available, though I only have 3 phones of the 5 supposedly available. I have been to the store twice and spoken with 5 customer service agents. None have been able to figure this issue out. I was last directed to drive to another (different) store and ask for the Manager. This is hardly my definition of customer service! Anyone have a similar issue? Xfinity do you have a specialist who is capable and authorized to work out of the box?
XfinityGabriel
Official Employee
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1.7K Messages
1 year ago
Hi, @user_18378b! Thanks for taking the time out of your day to contact XFINITY over our forums page and for patiently waiting for a response. I can't wait to upgrade my phone, so I can understand the importance of getting this figured out. I am sorry to learn about this experience with going to the store twice and speaking to 5 customer service agents. We can certainly help and ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account-specific requests over this platform. When speaking with our agents was it by calling or texting 1 (888) 936-4968? Have you also tried reaching out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?
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tuffigirl
Contributor
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162 Messages
1 year ago
Okay you can't upgrade an iPhone that's as old as yours and obviously already paid off. Is it listed in your devices on your mobile account? If it is you should port your number over to Google voice, as soon as you do that it should automatically be deactivated from your account. Then you can just port it back in when you buy your phone. That's what I did when I sold my 14 Pro Max while waiting for the 15 to go up for pre-order. It'll cost you 20 bucks to port it to Google though.
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lmacmil
Contributor
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226 Messages
1 year ago
After working for 17 months to correct a billing problem that Xfinity created due to their mistake, I came to the conclusion that either 1) their systems are so complex no one at Xfinity can figure them out or 2) their support staff is mostly incompetent. I went through multiple Tier-2 support people (who repeatedly told the problem was being fixed when it wasn't) and two Tier-3 support people before the 2nd Tier-3 person was able to solve my problem. I probably logged 15-20 phone calls and spent multiple hours (many on hold).
XM is great as long as you don't have a problem.
Good luck!
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