Visitor
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2 Messages
Unable to view calls and texts from past billing cycles. Receive the following error message: "Something went wrong."
For litigation purposes, I need to retrieve calls and texts from past billing cycles (up to a year ago) but am unable to pull them up. I receive the error message "Something went wrong." when attempting to pull up any calls or texts past 6 months. This is extremely fustrating! I just changed to Xfinity Mobile at the end of 2020 but would have never left T-Mobile if I would had know this could not be done. Any other carrier...T-Mobile, Verizon, AT&T, Sprint, etc... you can call customer service and get your past phone/text activity information....but not Xfinity?!? They don't even have a download link to click when you access the information in your account. This is a HUGE loop hole specifically for people in my situation that need this info for court. What makes it even worse is the support page referring to this subject states it's retrievable literally saying "...you'll find everything you ever wanted to know about your calls and messages...":
View calls and texts from past billing cycles
- From your Xfinity Mobile Account or the Xfinity Mobile App, select Billing.
- Under Payments, select the payment amount for the statement you want to view.
- Under Service & Devices, select the line for which you want to view calls and texts.
Once you're in, you'll find everything you ever wanted to know about your calls and messages, including:
- Date of call or text
- Phone number called or texted
- Time of call or text
- Length of call
Ref: https://www.xfinity.com/mobile/support/article/view-minutes-and-message-usage
I have called support a million times and no help. I have went to the store after telephone agents told me I could get the history in the store only for the store manager to tell me that's completely not true. Had the store manager get on the phone with support again & they sent it up to their Level 2 techs who had me call the legal department where you can only leave a message and hope they get back to you. Been waiting over a week now. SUUUUUPER FRUSTRATING! PLEASE PLEASE PLEASE HELP!!! I NEED THIS FOR COURT ASAP!!!
XfinityDilary
Official Employee
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2.2K Messages
3 years ago
Thanks for posting on our community forums. And for letting us know about this situation, @shourec. I am truly sorry this has been your experience so far. Definitely not what we would like you to experience. I can understand your frustration, and I appreciate the attempts you have made to get this resolved. To confirm, when you say you contacted support. Are you referring to 1-800-Xfinity? Our Xfinity Mobile team has a specialized support line. You can reach our awesome Xfinity Mobile team by any of these three methods:
- SMS Text Message: 1 (888) 936-4968
- Phone: 1 (888) 936-4968
- Chat
I'm confident that the experts on our Mobile team will be more than happy to assist you with this. Please let me know if there's anything else we can help with today.
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shourec
Visitor
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2 Messages
3 years ago
I have reached out to all of those numbers, reached out to chat support which was a huge waste of time & even went into the store after being advised by first level support only to be told they couldn't do anything. As I stated, I even had the store manager get on the phone with support again & they sent it up to their Level 2 techs who then had me call the Comcast legal department. Legal is currently looking into this situation after I have engaged with them on multiple occassions as well. What's fustrating is the first legal analyst told me I should be able to obtain the requested documents within a week but the second analyst informed it usually takes 45 days after their reviewing process. I have been trying to get this info for a month to no avail and we need this for court in less than 2 weeks. I am seriously not trying to be rude but this is super frustrating.
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user_a9059e
Visitor
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1 Message
3 years ago
I also am frustrated. I only see my text messages and calls are in my history but my husband's number goes days and nothing in the history. Have spent hours on the phone with xfinity. By the time I get to the top of chain of command they promise to call me back and no one does. So dissatisfied with service. I left Verizon and wish I had not. Stuck with xfinity for 1.5 years.
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