Something went wrong

Trying to upgrade my device and for 2 days now all I get is “Something went wrong”. Why? No one can tell me what the problem is and no one knows when it will be resolved. Just try again later is what I’ve been told by the chat and phone techs. Unacceptable! Do better Xfinity.

Responses

Bonk7

Visitor

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1 Message

3 years ago

i've been trying for the last 2 days also, but no deal :(

1

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CCShan

Official Employee

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443 Messages

Hi there @Bonk7

I'm sorry to hear that you've been experiencing troubles in upgrading. Our team here on social media (Facebook, Twitter, Reddit, and our Forum) cannot work with Xfinity Mobile accounts, as we do not have access to any of the systems or tools that team uses, as a matter of security so in this instance you will want to contact those experts directly.

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://comca.st/3BADua8

I no longer work for Comcast.

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.
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3 years ago

0

CCJodie

Problem Solver

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1.3K Messages

3 years ago

@JohnnyDubs Hi there, thanks for the post. I appreciate you taking time out of your day and want to ensure you're able to get in touch with an Xfinity Mobile expert to help answer your question. Due to account security, our options with XM accounts are very limited. We're unable to perform any device or account specific requests over this platform. I know you've tried to get help with this, but have you tried calling or text 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3B7D8WR where an XM expert is available 24/7?

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JohnnyDubs

New Poster

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3 Messages

@XfinityJodie My post literally states what I was to by the chat and phone techs, so yes, I’ve tried both of those options.

I went to an Xfinity store today and the only option I have is to start a new line and then transfer it upon activation to my existing line, and then cancel the new line. I’m going to do it, but this is a headache. The store associate reached and escalation tech that said it would take a week to resolve. What kind of shot in the dark is that, and I wasn’t given any reassurance that this wouldn’t be an issue in the future.

(edited)

3 years ago

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XfinityRay

Official Employee

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2.8K Messages

Thank you for getting us further up to speed with the situation, @JohnnyDubs. I am seeing this as a known issue. A third-party issue is preventing some customers’ Xfinity Mobile orders from processing properly and we are monitoring the situation closely on behalf of our customers. We apologize for any inconvenience and thank you for your understanding. I am glad that you could find a workaround but we also want you to be able to process an order as you had intended. We will follow up here when that is resolved so you are aware.

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

3 years ago

0

XfinityBillie

Official Employee

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3.3K Messages

@JohnnyDubs I wanted to touch base with you and see if you were able to place your order without any issues yet?

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

3 years ago

0

U

user_66cdfd

Visitor

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1 Message

Hitting the same problem... tried chat, but can't reach to agent because xfinity is too busy. Tried calling and got a response that wait time is 31 minutes... automated system asked to switch to sms.. tried that and the sms system redirected back to chat - and there is the cycle... :(

3 years ago

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U

user_19f9e1

Visitor

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4 Messages

Did anyone figure this out? I've been trying this since last week. Their system seems outdated.

3 years ago

0

Plan

JohnnyDubs

Something went wrong

Bonk7

CCShan

CCJodie

JohnnyDubs

XfinityRay

XfinityBillie

user_66cdfd

user_19f9e1

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