Hello @user_lj18mn, thank you for taking the time to leave a post. Sorry to hear that your phone was stolen while you were in the Dominican Republic. I can certainly understand how stressful and upsetting that must be, especially when you're away from home and trying to protect your personal information and mobile service. If your Xfinity Mobile device has been lost or stolen, we recommend suspending the line as soon as possible through your Xfinity Mobile account online or in the Xfinity app to help prevent unauthorized use. You can suspend service for up to 14 days while you determine your next steps. While your line is suspended, billing for your mobile service and any device payments will continue as scheduled. If you do not contact us within 14 days to either resume or cancel the suspended line, service will automatically be restored. You will receive an email notification once your service has resumed. I've included an article that provides step-by-step instructions on how to suspend your line. If your device is covered by Xfinity Mobile Care (XMC), you may also be eligible to file a claim for a replacement device through Assurant. You can file a claim online or contact Assurant directly at 1-855-884-9771 for assistance. You can also learn more about the claims process by reviewing the article on filing an Xfinity Mobile Care claim. Please let us know if you have any additional questions. We're happy to help.
XfinityMarshante
Official Employee
•
1.4K Messages
5 hours ago
Hello @user_lj18mn, thank you for taking the time to leave a post. Sorry to hear that your phone was stolen while you were in the Dominican Republic. I can certainly understand how stressful and upsetting that must be, especially when you're away from home and trying to protect your personal information and mobile service. If your Xfinity Mobile device has been lost or stolen, we recommend suspending the line as soon as possible through your Xfinity Mobile account online or in the Xfinity app to help prevent unauthorized use. You can suspend service for up to 14 days while you determine your next steps. While your line is suspended, billing for your mobile service and any device payments will continue as scheduled. If you do not contact us within 14 days to either resume or cancel the suspended line, service will automatically be restored. You will receive an email notification once your service has resumed. I've included an article that provides step-by-step instructions on how to suspend your line.
If your device is covered by Xfinity Mobile Care (XMC), you may also be eligible to file a claim for a replacement device through Assurant. You can file a claim online or contact Assurant directly at 1-855-884-9771 for assistance. You can also learn more about the claims process by reviewing the article on filing an Xfinity Mobile Care claim. Please let us know if you have any additional questions. We're happy to help.
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