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user_1w9dal
1st Topic

Visitor

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3 Messages

Sunday, July 6th, 2025 12:34 AM

mobile plan errors

xfinity agents made incorrect changes to my mobile plan, but the system is so locked-down that nobody can fix it.  I have lost track of the hours I have spent over the past month trying to fix it.  About 5 hours today between chats and phone calls.  quite a few similar days over the past month.

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Updated 

2 days ago

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DreamSayerZ

Problem Solver

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864 Messages

11 days ago

@user_1w9dal What exactly are the errors that you are attempting to fix? Need more details. If a community member cannot help, an Xfinity Customer Care rep will respond to you.

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XfinityQuemekia

Official Employee

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327 Messages

10 days ago

Hello @user_1w9dal, I'm sorry to hear about your Xfinity mobile experience. I know speaking with agents over a long period of time without a resolution can be frustrating.

What changes were made to your plan that are needing to be corrected? Have they been fixed or are you still having the same issue?

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user_1w9dal

Visitor

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3 Messages

They changed the plan generation and put four phones that were shared by the gig on to unlimited.  It still isn't corrected, but Joe from Corporate Escalation is working on the issue and has promised satisfaction. 

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9 days ago

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XfinityKassie

Official Employee

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1.9K Messages

 

user_1w9dal Thank you for sharing the details. I'm glad to hear you are getting assistance. Did you get an estimated time of resolution? I'd like to follow up with you to be sure things were resolved. 

 

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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9 days ago

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user_1w9dal

Visitor

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3 Messages

They finally got it fixed.  The final result was exactly what I wanted.  I guess my only complaint now is that it took so long, and there was a lack of communication about what was happening in the background.  I now believe someone may have been working on the issue even while it didn't appear to me that anything was being done.  Communication is the key.  Thanks.

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4 days ago

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XfinityBillie

Official Employee

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3.5K Messages

 

user_1w9dal We are thrilled to hear that your concern was fully resolved and we appreciate your feedback regarding the communication. I hope you have a fantastic rest of your day!

 

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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2 days ago

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