New Poster
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13 Messages
Why is it so hard to activate a replacement for a lost phone?
I don't understand why activating a replacement phone must be made so difficult. My daughter lost her phone, which is on my account. The next day, I suspended the device on Xfinity. We ordered a replacement phone, which arrived yesterday morning. I called Xfinity yesterday, and after long periods on hold was forwarded to the fraud department to get the old/lost phone released from fraud watch. I then was told the phone would be working within hours. Today, it is not working. The line still shows as "Suspended" on my account.
Today, I again spent a long time on the phone with an Xfinity representative. Again, I read the long numbers associated with the phone. Again I was on hold for long periods. This time, I was told it would be 12 to 24 hours for the new phone to be activated. It was as if the conversations from yesterday never happened. And now I have little expectation that anything different will happen by tomorrow. Even if the phone is finally activated, a customer should not be put through this ordeal. I am disappointed in Xfinity.
Update 26 hours later: And, NO, Xfinity still does not have my phone activated. Two days of sickeningly sincere promises..."Do not worry. I will have your issue solved. You will have cell service...<blah-blah>." And now the second day of broken promises.
CCValerie
Official Employee
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974 Messages
3 years ago
Hi there, @wls1515, thank you for taking the time to post on our Xfinity Forums. I am sad to hear of the experience you have been going through to get your replacement phone activated.
I appreciate the time you have spent trying to resolve this issue 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 reaching out to our secure online chat at https://comca.st/3xhFaTz where an Xfinity Mobile expert is available 24/7?
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CCValerie
Official Employee
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974 Messages
3 years ago
I appreciate you giving our chat a try and the continued efforts you have made in trying to get this issue resolved. I definitely want to ensure you get in touch with the right person! Please send us a direct message with your full name and service address so we can continue assisting.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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wls1515
New Poster
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13 Messages
3 years ago
You don't say which page to start on. I went to the default my.xfinity.com page and signed in. I find no "Direct Messaging" icon in the upper right corner, nor anywhere.
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wls1515
New Poster
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13 Messages
3 years ago
Ok, now I see it. The link is on THIS PAGE...the forum page.
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wls1515
New Poster
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13 Messages
3 years ago
On advice received here, I used the Direct Messaging feature, which resulted in a chat stretched out over more than an hour. I was then told, "I am going to enter a request for one of our Mobile specialists to reach out and continue assisting you with this issue." Now 20 hours later, I have received no call.
Update: And now, after pleading again at Direct Messaging for help, instead of explaining why no one called (or again getting someone to call), they tell me call 1 (888) 936-4968. Which I will now do. But if I have the same (sort of) person who lied to me twice before and who tells me "Not to worry, we've got this, we will get this resolved...," I'm afraid I'm going to puke.
Update: So, I call the number, and they say the office is closed...that I should "call back during normal business hours." Wow!
Update: I called the regular customer service number. R passed me to J. J said the phone would be activated in 10 minutes, and she would call me back. J called me back in 30 minutes and then passed me to D. After a long call with D, the phone is finally activated.
Conclusion: If I knew how to avoid this 5-day, time-intensive process in the future, I would certainly do it. Even if it meant changing carriers.
(edited)
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dylanwithit
Visitor
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4 Messages
3 years ago
I would love to know the answer to that question myself. Even though I have lost any hope of getting my new Xfinity Mobile phone turned on any time soon it STILL would make me feel a bit more SANE to know WHY!? I have even asked a couple of agents that question but got no answer.
It has been so disruptive in my life so to know how to avoid it in the future would be nice... because I would do WHATEVER it took to never have to go through this again.
It is now DAY 9 without a phone. I cannot access most of my accounts or even facebook/messenger without my phone. I had to drop my travel plans and at present still have a lot of people and places I have not been in contact with who are left to just think I am rude or MIA. I have never had to deal with something like this... I never thought ANYONE would have to deal with something like this.
I am a customer of 2 years, I pay my bills and I have now bought 3 phones from Xfinity Mobile. And up until now I may have only once had to contact support. This past week I have spent hours every day chatting or talking to support via a wifi phone app. (SINCE I HAVE NO PHONE)
After I lost my phone I was under influence I was likely to get it returned, but after a day I realized that was not going to happen. So i went online and needed a new phone so I saw I was not eligible for an upgrade so I paid off the phone I had just lost that ended up stolen. So i paid 200 bucks and then soon after ordered a new phone. Waited on the new phone to arrive and once it did I quickly got it activated. OR SO I THOUGHT.
From that point on it just got worse and worse. And I was told something new, misleading and wrong every day. First it was just delayed few hours. Then it was 24 hours I had to wait. Then it was 24-48 hours and then I was told 4 days. Early this morning during my latest 2 hour support session I was ultimately told a total of 7 days so couple more days. EACH TIME LIKE IT WAS NO BIG DEAL.
Oh and of course I told them my old phone was stolen and needs to be suspended or shut off. 3x I have had them turn it off. Just to notice by going to my activity that AGAIN someone was making calls on my stolen phone that still has MY NUMBER! While I am still sitting here with NO PHONE.
This was supposed to be the most busy, productive week as I just got paid a good amount for a project I finally finshed. And instead I am in debt, I have missed deadlines, could not even access my bank for a while and I live alone so when i say i have no phone i mean I HAVE NO PHONE.
AND I PAY XFINITY MOBILE GOOD MONEY. God help me. I feel so hopeless, stressed, stupid and defeated. i dont know HOW or WHY this has happened. I never knew companies treated people like this. You cant do anything without a phone.
That is my current situation.
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