Lost phone nightmare

20-Year Xfinity Customer at My Breaking Point — Lost Phone Turned Into a Weeklong Nightmare

I’ve been an Xfinity Internet customer for 20 years and an Xfinity Mobile customer for about 6 years. I’ve always been happy enough with the service, but after what I’ve experienced over the past week, I’m honestly at a loss for words.

Over the years, I’ve filed maybe two insurance claims for damaged phone screens, and both were covered. Last week, I lost my phone and tried to file a claim, only to discover that I supposedly no longer had insurance coverage. I never knowingly changed my plan or asked for my insurance to be removed, so I have no idea when or how my coverage disappeared. It took considerable effort just to submit the claim, and then I was told it would take three business days to review. After waiting five days, I was finally told I wasn’t covered. I still have no explanation for when my coverage ended.

At that point, I didn’t have time to fight the insurance issue because I needed a working phone to contact my clients and access my work VPN. I figured purchasing another phone through Xfinity and transferring my existing number would be relatively straightforward. Apparently, I was wrong.

What followed has been an absolute nightmare.

I’ve spent countless hours on the phone with customer service, repeatedly explaining my situation, getting transferred between departments, and having calls mysteriously disconnect before anything gets resolved. I’ve been to the Xfinity store almost every day. Last night alone, I arrived at 4:30 p.m. and didn’t leave until 9:30 p.m. — five hours later — without the issue being resolved.

Here’s where things stand now:

• Instead of getting a replacement phone with my existing number, I left the store with a phone that’s three generations older than the one I lost.
• I was given a completely different phone number that I never wanted.
• I now apparently have a new account without the financing options I had on my original account.
• The phone I was planning to trade in was supposed to qualify for a $450 credit, but under this new account, I’m being told it would only receive a $21 credit.
• Because of the account change, I would now have to pay full price for the new phone.

Trying to avoid spending significantly more money, I asked them to simply transfer my existing number to the older phone. Instead, that phone now has the unwanted new number and keeps displaying a “No SIM card” message, so I can’t even use it properly.

After leaving the store, I called customer service yet again and spent more than an hour asking them to port my original number to the phone I had just received. And, once again, the call went dead without a resolution.

I am now left with a phone I can’t properly use, the wrong number, a new account I never intended to open, potentially hundreds of dollars in lost trade-in value, and absolutely no clear path to getting my original service restored.

I’ve been a loyal customer for 20 years. I understand that problems happen, and I’m not expecting everything to be perfect. But how does a company make something as basic as replacing a lost phone and transferring an existing number this difficult? Why was a new account created instead of resolving the issue on my existing account? And why am I being financially penalized because of a process I never asked for?

The insurance issue is frustrating enough, especially since I never knowingly removed the coverage. But the complete lack of coordination between customer service and the retail store has turned an already stressful situation into an unbelievable waste of time.

I have clients who need to reach me and work responsibilities that require access to my phone and VPN. I cannot keep spending hours on the phone and entire evenings in a store just trying to get basic service restored.

At this point, I need someone at Xfinity who has the authority and ability to fix this entire mess, restore my original phone number, get my service and account back in order, and explain what happened to my insurance coverage.

Has anyone else experienced anything like this with Xfinity Mobile? Were you able to get the situation resolved by escalating to corporate customer service or an executive support team? I would appreciate any advice on how to get this in front of someone who can actually help.

After 20 years as a customer, I never expected to be treated this way. I’m beyond frustrated, and I honestly don’t know what else to do.