Only 5 devices?

Switched from Verizon almost six months ago and got a big surprise when we tried to add my wife's Apple Watch. We had four phones and one watch connected already, so we weren't allowed to add anymore devices as the limit was five. NO ONE told us this when we moved our service. I've called support six times and always get the line that "the system" doesn't allow them to make exceptions.

I've got a credit score better than 800, I could literally finance a Ferrari, but I can't add two more watches at $10/month. Does anyone know of a way that works to get this fixed? Phone support can't help, store employees can't help. It seems like it is a mystery to everyone at Xfinity Mobile.

Responses

CCGina

Official Employee

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800 Messages

2 years ago

Hi there @jeremyindenver,

I'm so sorry to hear about the trouble! Our team here on social media (Facebook, Twitter, Reddit, and our Forum) cannot work with Xfinity Mobile accounts, as we do not have the training, or access to any of the systems or tools that team uses, as a matter of security over social media, so reaching out to the Xfinity Mobile teams is likely going to be the best path for support in this instance.

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

If you need assistance with your residential internet, cable service, home security, or Xfinity landline, we can assist with those and are here 24/7!

I was able to find this information, which appears to indicate that the number of lines is dependent on a credit check, but how that is determined would not be up to the agent:

Up to 10 lines included

Each Xfinity Mobile customer may get a maximum of 10 lines, whether that's on a phone, a watch, or a tablet. Based on the results of your credit check, you may be eligible for fewer.

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jeremyindenver

Visitor

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2 Messages

@XfinityGina The credit check is done at random times, which means people who have their credit checks frozen to prevent ID theft are stuck at 5 devices forever. Xfinity Mobile employees have been very helpful, but the business processes and lack of information about them have made this a 100% frustrating experience. We've had no choice but to start moving to a different provider.

2 years ago

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CCErika

Problem Solver

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339 Messages

I completely understand your position in the matter, and I am sorry this has been your experience with adding more lines to your mobile service. We would truly hate to lose you as our customer. I also found infomration from a different post from a former Xfinity Mobile employee, that states the following:

"A new customer will at most qualify for 5 lines to start. Potentially you can qualify for more lines but later down the road-based on internal factors like payment history etc.

For better or worse though there is no way to override the system. It is entirely automated with no agent/supervisor override. There is literally no one that can go into your account and change the line limit, unfortunately. Even for additional lines, the only way you'll know you can add more is when the automated system determines it and e-mails you about it."

Hope that helps..

https://www.xfinity.com/mobile/support/article/how-to-add-a-line

"How many lines can I have on my account

As a new Xfinity Mobile customer, you may be eligible for up five lines based on a credit check or your history as an Xfinity Internet customer. Once you’ve established a billing history with Xfinity Mobile, you may become eligible for up to 10 lines. You’ll be notified by email if you become eligible for additional lines."

I no longer work for Comcast.

2 years ago

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Plan

jeremyindenver

Only 5 devices?

CCGina

Up to 10 lines included

jeremyindenver

CCErika

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