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user_29ce04
1st Topic
Originator

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1 Message

Thursday, April 7th, 2022

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Text message transcripts

I am trying to get my text message transcripts from my phone number and I keep hitting dead ends. On the Xfinity mobile app it only shows the date, time and number but not the actual context of the message. The customer service number wasn't able to get it and sent me over to the legal office. They said that they do not keep transcripts but I know that isn't right. I need help getting my text message transcripts please. 

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Updated 

3 years ago

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rylan

Contributor

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61 Messages

3 years ago

Text message content is only kept for a very brief amount of time on the server... on the order of days.  And thats for traditional SMS.  If you're using imessage then that is sent via network packets and xfinity will have no record of it.

If you're looking for something from weeks/months/years ago, you're not going to get it.

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CCAshley1

Retired Employee

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746 Messages

Please send us a private message as we would love to look deeper into your concern. 

I no longer work for Comcast.

3 years ago

0

user_c170c5

Visitor

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3 Messages

Hello, I am also looking for text message transcripts for one of my lines.  Who can I speak to regarding this?   The person who answered with tech support on the phone was no help.

3 years ago

0

CCJennifer

Problem Solver

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743 Messages

3 years ago

Hello @user_29ce04! I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

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user_c170c5

Visitor

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3 Messages

3 years ago

Hello, did you have any luck getting your text message transcripts?  I am looking for the same thing and keep hitting dead ends.

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user_6c5614

Visitor

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1 Message

@user_c170c5​ Xfinity help desk is useless.  Expect to spend 1 hour for ANY reason.  If you want to change your birthday, it's going to take an hour.  If you have a real problem, you'll be passed around and on hold all damned day.  I'm trying to get transcirpts from 1 day to 1 number, which had a back and forth message about 10 times. After transferring me and running through the security protocol stuff 3 times, I have been assured I have reached the correct person.  Then, they tell me they can't read the messages because it's against the law.  Now, I'm on hold again and she's typing away on her end.  I DONT WANT THEM TO READ THE MESSAGES!  Just send me the message string for that one number for one day.  It doesnt help that it's broken English and they constantly compliment me for being a customer and blah blah blah.

3 years ago

0

XfinityChristina

Official Employee

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923 Messages

@user_6c5614 were you able to get the assistance you needed? 

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

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