Visitor
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5 Messages
Unable to switch to unlimited data-Since Sept 30th with no help.
I was able to switch my wifes line to unlimited but I keep getting the error message on my line.
Failed to process change
Something isn’t right, so we can't process your change. Wait a few minutes, then try again.
Ref and Ticket numbers
[Edited: "Personal Information"]
[Edited: "Personal Information"]
This is really shameful because I now have 10gb $60.00(shared) on my line and one line unlimited $30.00 so now my bill is $30.00 a month higher!!! Why can this not be addressed? As soon as i am able to switch carriers I will because I have called 4 times to address this and have been always promised It will be corrected. My hands are tied because of an open Ticket so the employees at the Xfinity store cannot/will not do anything. The score is Two trips to the store and 4 calls/messenger with hours of my time wasted. Third time calling I was told to make myself the primary on Xfinity, now my wifes name is on the Xfinity mobile acct and mine is on the xfinity acct?????
CCCam
Official Employee
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232 Messages
3 years ago
Hello @user_1658e5. I can understand your frustration adding service to existing lines. Were our mobile agents able to add the unlimited data to your line as well or do you still need assistance?
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user_f0b2f6
Visitor
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1 Message
3 years ago
SAME!! I SWITCHED TO UNLIMITED DATA THE SAME NIGHT I ORDERED MY NEW IPHONE 14 AND RECEIVED MY PHONE 3 WEEKS LATER AND STILL IT SAYS THE SWITCH IS "IN PROGRESS"! AND NOW HERE I AM WITH A NEW PHONE THATS NOT ACTIVATED BECAUSE IT SAYS THERE IS NOT A PHONE NUMBER TO TRANSFER FROM MY OLD PHONE AND YET I'M STILL ABLE TO US SAID OLD PHONE & IM NOT CHANGING CARRIERS, THIS IS JUST XFINITY TO XFINITY. I'VE BEEN LOYAL CUSTOMER FOR YEARS AND THIS IS HONESTLY THE FIRST TIME I HAVE CONSIDERED CHANGING COMPANIES!
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user_1658e5
Visitor
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5 Messages
3 years ago
Update: Thanks to Matt(Xfinity store) and my determination to not accept anything other than this being resolved TODAY and behold this has been corrected.
Do not accept the xm store telling you that a ticket is pending and you have wait-This is false and Matt called a High level admin (Indian accent) and after 20 mins he/they were able to correct this.
I asked for a manager (none exist) so I told the greeter I need someone that can get a higher up on the phone to correct my account today. I've dealt with Matt before so I'm ok and have calmed down for now. Also watch your fee doesn't jump to $45.00 a line unlimited as my wifes did then after they fixed my line to both unlimited the price was $90! I said to Matt DONT HANG UP! I showed him my phone after the app updated and he was able to tell the person on the phone to correct this but my take 24 hours to change. I sure hope this is all over with!!!!
Just go to the store if you can, this seems to be the only way.
Thanks for listening
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user_7afaf0
Visitor
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1 Message
3 years ago
This has happened to me as well. I went on the site in mid July 2022 and went through the process of switching to unlimited data only to find out a month later that it did not work when my bill was over a hundred more than it should have been if the site had actually worked. There is no number listed to call customer support on the mobile site and I had to google search to find one. When I called, the support person told me that I should have called a few days after changing to unlimited to verify that it worked. I let them know that I should not have "babysit" their web app and also that no number is listed to call either. I escalated the call and was not able to get a refund for their web app failure.
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Johnnyjwood
Visitor
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10 Messages
3 years ago
Beware the unlimited is not unlimited. I have a line on my account shutoff and suspended for 12mos doe to "excessive data usage" on what's supposed to be an unlimited plan. They even flagged my son's personal phone so that it can no longer be used at xfinity. But needless to say they continue to bill me for the line they refuse to give me service on!
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screenname137
Contributor
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295 Messages
3 years ago
Wow - I got lucky today and finally got that "expert" on the phone; I used the chat to request a call back. He was able to switch our plan for me.
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user_76e20e
Visitor
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1 Message
2 years ago
This is still an issue on my account. Went to the store and they updated my plan and said that would take care of it but they were wrong.
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