Xfinity Mobile Issue

On April 12th, I switched my By the Gig mobile service to NOW Mobile, expecting a seamless transition. Initially, everything seemed fine, but a few days later, I received an alert that my auto-pay for Xfinity Mobile had been processed. I assumed this was because the switch would take effect at the end of my billing cycle, but upon closer inspection, I realized that instead of transferring my existing service, a second line and account had been created for NOW Mobile—while my original plan remained active.

On April 21st, after multiple unsuccessful attempts to reach customer service, I was finally able to speak with someone—only to be transferred several times before landing with a representative who told me there was nothing they could do. Despite explaining that NOW Mobile was never activated and that a second line had mistakenly been added alongside my existing mobile service, I was told that I had to keep the NOW phone number for six months before switching back to my current number.

Frustrated, I decided to handle the switch myself online, as I refused to pay $90+ for one month of service, especially since I had already reached 4 gigs for the month. Although the representative insisted that changing my plan wouldn’t be possible, I successfully switched to Premium Unlimited and requested that NOW Mobile be removed from my account and a refund issued. She agreed, and I expected the issue to be resolved.

However, I soon realized nothing had actually been done. When I visited the Xfinity store to transfer my phone number to a new device, I was told they couldn’t complete the transfer due to unresolved issues with my account.

Three weeks ago, I reached out via live chat, where an agent discovered that my Xfinity Mobile account number was incorrectly showing as NOW Mobile on the backend. After verifying my information, he escalated the issue to the advanced team, canceled the pending NOW Mobile order, and created a ticket for a refund—which I finally received this week. The advanced team confirmed a technical error and apparently fixed it.

Feeling optimistic, I returned to the Xfinity store, only to find that the issue had still not been resolved, meaning I still couldn’t transfer my number.

Two weeks ago, I called customer service and spent over an hour attempting to resolve this. The agent found that NOW Mobile was still appearing in the billing system, but just as he was about to update me on the next steps, the call disconnected.

Last week, I contacted an agent via Xfinity Assistant and the agent confirmed that the ticket was still open, but when I asked for an ETA, he couldn’t provide one. Meanwhile, more than a month has passed, and the Xfinity app still lists both Premium Unlimited and NOW Mobile.

The most frustrating part is that now, when I call the 866 number, the system automatically directs me to the NOW Mobile website, making it impossible to reach a live person. The same issue is happening with Xfinity Assistant chat, where the system assumes I’m on NOW Mobile and prevents me from getting support.

I have tried everything to reach an agent, but every attempt has failed. At this point, my only option seems to be yet another trip to the Xfinity store, where I anticipate being told there’s nothing they can do.

After over a month, is it unreasonable to expect my issue to be resolved by now?

To make matters worse, during my last chat with an agent, I was told that the system shows that I have both NOW Internet and NOW Mobile, even though I never switched my internet service. The Xfinity app does not display NOW Internet under my services, but this may explain why my gateway is no longer responding.

Any suggestions on how to reach a live person since that now seems impossible?