Xfinity Mobile App

I have 3 lines on my account. Me Iphone 11, Wife Iphone 12, Daughter Iphone 12. Under Devices on my Xfinity Mobile Account is shows Me Iphone 6. Wife Iphone 12, Daughter Iphone 11. Me and Daughter have the wrong model phones listed on the Xfinity Mobile Account.

I called and was sent to a rep. I explained the problem and she stated they could cancel my numbers and issue us new numbers. I said wait don't do anything and just leave it alone. It took 10 days to get my wife's Iphone 12 activated and the last thing I want is for someone to start messing with my service again.

The bill is correct and the payment on the two Iphone 12's are correct. Does it matter if the Device listed on two of the phones is incorrect.

Responses

CCZachary1

Problem Solver

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672 Messages

2 years ago

@Terry0327 I am glad that you were able to billing side taken care of. You will want to speak with our Xfinity Mobile team about the incorrect listed devices.

You can contact our Xfinity Mobile support center via any of the following methods:

• SMS Text Message: 1 (888) 936-4968

• Phone: 1 (888) 936-4968

• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile&linkId=115717101

1

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Terry0327

Contributor

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215 Messages

@XfinityZacharyA The Text was never answered. The Xfinity assistant said someone would call and I am still waiting. The call to customer support had someone trying to change my number. It should not be this hard to cl.ear this up

2 years ago

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DaveO3

Problem Solver

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772 Messages

2 years ago

The most important thing is that the IMEI shown in the App matches the IMEI of your device. XM often has the wrong model as well as wrong information on BYOD etc.

While checking the IMEI of your devices, check under Carrier Lock as to whether they are unlocked (No SIM Restrictions). If there are SIM restrictions you should call and get them unlocked which could take between 4 hours and 4 days.

Never ever trust customer support when they say to cancel something as a fix!

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Terry0327

Contributor

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215 Messages

@DaveO3 Thanks, that was my concern about being unlocked. The iphone 11 was an insurance replacement on a paid in full phone. I took it as my phone and I knew when they just switched sim cards fron an Iphone 6 it would be [Edited: "Language"]

(edited)

2 years ago

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CCChristopher

Problem Solver

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577 Messages

I am so sorry to hear that. Our team are pretty popular lately, especially on the weekends, so it may just be taking them a bit longer than usual to respond. Our Xfinity Mobile service is a totally separate, stand-alone service from the services we support here, so you would need to reach out to our incredible Xfinity Mobile team directly, either by phone or text at 1 (888) 936-4968, or via online chat at https://www.xfinity.com/xfinityassistant/?channel=xMobile&linkId=115717101, and they will be more than happy to help in getting these concerns resolved once and for all! -Christopher

I no longer work for Comcast.

2 years ago

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Terry0327

Contributor

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215 Messages

OK, this is the problem. My Iphone 11 shows the IMEI number of an old Iphone 6 on the Xfinity Mobile Account. My daughter's Iphone 12 has the IMEI number of my Iphone 11 on our Xfinity Mobile account.

It would appear I would have to go into a store and bring the phones to clear this up so they can see the phone with the number and the IMEI

2 years ago

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CCAshley1

Official Employee

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746 Messages

Hi @Terry0327 , Once you go to the store to get your concern resolved please update on the forum so customers with similar concerns are able to see the resolution. Thank you for providing an update.

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

2 years ago

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Terry0327

Contributor

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215 Messages

@XfinityAshley Went to the Xfinity store and a nice and knowledgeable man understood my situation. The service is correct and all phone work properly. He called customer service and they determined the billing amount is correct but the devices are incorrect on two of the three phones on my account.

Customer service recommends not to try and correct the listed devices. Since the phones work and the billing amounts are correct I decided to take his experience and not do anything. If customer service feels it could mess up something else I believe him and will leave it alone..

2 years ago

0

Plan

Terry0327

Xfinity Mobile App

CCZachary1

Terry0327

DaveO3

Terry0327

CCChristopher

Terry0327

CCAshley1

Terry0327

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