Why is so hard to add a line?!

Question

It has been two weeks of calls, and I still can't add a fourth line to my plan, so I have two bills between XFinity and ATT. The first agent told me they needed to run a credit report (fine, sure), but it would take up to 30 days? I escalated to a manager who said he knew what to do and would take care of it and call me back. Shockingly, I never received a callback. I'm now on the phone with 'Emma' who just escalated me to 'Will' who is telling me it will be 5-7 days?!? So far, I have wasted about 2-3 hours on the phone. Is this to be expected? ATT was so much easier to deal with.

XfinityGabriel · Answer

maregan99, Hi there! Thanks for taking the time out of your Thursday to reach out. As someone who has multiple lines on my account, I can understand the inconvenience caused by having to wait 30 days to add a 5th line. I am sorry to learn that you never received that call back. You've reached the right team of experts to assist with mobile concerns such as this over social media. To research this further, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

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maregan99

Why is so hard to add a line?!

XfinityGabriel

maregan99

maregan99

maregan99

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