Visitor
•
1 Message
Want a new device but no one can help me!
I am hoping someone can help me otherwise I have to cancel my service. I have already called 3 times with no success. I have been a Xfinity Mobile customer for a while now. I would like to purchase new phones on a payment plan and I do not understand the difficulty everyone is having to figure out my account. I never had these issues when I was with Verizon for 15 years. Is there perhaps someone in America that I can speak to? When I first signed up for Xfinity Mobile, I spoke to people in an American call center with no issues. While the overseas call centers "try" to help, they do not seem to understand what is going on.
When I go to purchase the phones, it says I am not eligible for any additional lines or device payment plans. As I said, I have called three times about this. The first person I talked to said it shows my credit score is 0 (zero) and they cannot help me. They told me to call the credit bureau and no supervisor could help me either. As a paying customer, this answer is unacceptable and the fact they were not willing to look into it further or explain anything else to me was not correct. My credit score is well over 800. I called a second time and the representative could see what I was talking about, said they would put in a request to update the credit and kept putting me on hold many times. One of the times he put me on hold and hung up. He never made any attempts to call back, and his mention of the request to update credit did not go through. The third representative seemed to understand what was going on, said none of the other requests to update went through and she would update it, even said that was weird, but it would take 24 hours. Now here I am days later still trying to get new devices and I am still not able to.
What do I have to do to be able to get new phones for my account? How do I find someone to help me ASAP? Thank you.
ashleemariah
Visitor
•
2 Messages
3 days ago
I'm having the same issue. So frustrating! I have moved several times in the past few years and someone said it was likely due to the addresses I had on file showing I used up all my lines? Made no sense to me. .They said they would fix. Then one person said to try again in a few months? But here we are.
0
0
stcynthia
Regular Visitor
•
7 Messages
3 days ago
Also having a similar problem, I've been trying to cancel my Xfinity mobile service and get the carrier number pin needed to transfer service. I've been unable to get it from the app or from customer service for the past 10 days. I think they are having app issues.
0
0
XfinityAlfonso
Official Employee
•
1.6K Messages
2 days ago
Good evening user_fump1i Thank you so much for taking the time to relay your experience here via our Xfinity Residential Forums. It sounds like you have been contacting us regularly about this upgrade, so we'd like to take a look over everything and assist however we can.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.
0
0
ashleemariah
Visitor
•
2 Messages
2 days ago
Omg! I have no idea how, but someone was finally able to help me! I can’t remember his name, I do remember he said he was from Egypt. Anywho, he said that my account needed to be updated to the 5th generation? Whatever that means. After he upgraded it he was able to move my line over from AT&T with a trade in AND upgrade an existing Xfinity line with a trade in! FINALLLLYYY. My phones get here tomorrow!
0
0