Visitor
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2 Messages
Phone service suspension
I have been trying to suspend my phone service for the past 2.5 months due to me being deployed. Everytime I get to talk to someone at customer service they have no idea what im talking about and ending up just suspending it for 2 weeks and then gets reactivated. I've been paying for a service that I shouldn't be paying because I can't use it at my deployed location. Ive also tried doing it in store before I left but the person in the store also didn't have any idea what Im talking about and asked me to call the customer service number. Its has been a loop for me. I am very frustrated with customer support. It shouldn't be this hard to figure out what to do for military personnel. I felt like ive been passed around a lot. The only people who can figure it out are the live agents that I can chat. But, they can't do anything about it.
XfinityJosephA
Official Employee
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1.7K Messages
3 years ago
Hello, @user_87d8a1, we have actions we can take to help suspend a cellular phone line due to military deployment. We have to work directly with our Xfinity Mobile team to get this done. Our support with Xfinity Mobile is a little more limited working over forums. Have you already called us at 1-(888) 936-4968 and chatted here? https://comca.st/39ajShx
If you have worked with both teams please use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support."
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XfinityJosephA
Official Employee
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1.7K Messages
3 years ago
Hello, thanks for taking the time to send us a direct message. I realize how exhausting this is getting if you have been dealing with the issue for 2.5 months. Especially if you have called, chatted, and visited us in a store. I apologize for the frustration because this is not the experience we strive to provide. If I can capture your name and service address, we can collaborate with the right contacts and help.
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