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chancerkoch
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Saturday, April 2nd, 2022 5:04 PM

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Unable to make calls

I received my xfinity mobile sim card in the mail yesterday afternoon, completed the number port process, and now have been unable to make calls or texts in the last 19 hours. I have spent 9.5 hours with support and will still not work. I just got hung up on by an agent after a 89 minute call. I have had to miss a day of work because my two factor authentication is delivered to this phone number. I have restarted my phone 37 times now, completed 18 network resets, and a factory reset which had rendered all of my data useless because I can't log back into it. Had the recent rep tell me that it takes everyone up to 24 hours to be able to use their phone and because I followed their steps and got a new sim card, the 24 hours got reset. This is about to become a legal situation if I can not get some help here. 

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Updated 

3 years ago

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chancerkoch

Visitor

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3 Messages

3 years ago

I am now up to 11 hours with support on phone and chat. I have been "escalated to the highest tier". Twitter support, chat support are now unresponsive. They are stating they will contact me within 1 hour. This is by far the worst experience I have ever had with any company

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XfinityAnthonyT

Official Employee

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1K Messages

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 to help get this resolved. 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. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3j1JsGO where an Xfinity Mobile expert is available 24/7?

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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chancerkoch

Visitor

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3 Messages

Seriously? Did you even read the post? I spent 9.5 hours on the phone and chat with them and you're asking if I called in or chatted? What a joke. My issue is resolved though....I went to Verizon instead. When signing up for Xfinity Mobile, the sales rep told me my phone was compatible with the service. It's a brand new Samsung S22 Ultra (which Xfinity sells!) And after 16 total hours, I was finally told it was not compatible. I bought the phone completely unlocked from Samsung direct and the fact the service can't support it is a a complete joke. I was able to walk into a Verizon store and have service in less than 15 minutes.

3 years ago

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