1 Message
Xfinity Mobile Verification??
I have been a customer of Xfinity for 7 years. I tried to move my phone service to Xfinity Mobile and was told they needed "verification". I talked to the person who asked my address and my name. He then said no questions populated so they can't process the order. When asked why, he told that he can't do anything and that I needed to call around to the credit bureaus to make sure my information is correct (it is) and make sure "nothing needed to be fixed". My order was then cancelled.
The explanation provided was so vague it was useless "make sure nothing needed to be fixed". Also, if I am a customer of 7 years, why do you need to verify my identity? This was an absurd waste of time and if Xfinity didn't have an internet monopoly, I'd cancel my Internet service.
Please explain why my time was wasted and why I can't be "verified".
XfinityJustinC
Official Employee
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893 Messages
1 year ago
Hello, @user_b7b200. Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assistance. Due to account security our options with Xfinity Mobile are limited, so we are unable to see any specifics of what may have caused the order to be cancelled.
Researching I did find a great article off our website that mentioned a possibility of credit lock or freeze, and to reach out to your credit bureau: https://www.xfinity.com/mobile/support/article/xfinity-mobile-eligibility.
You can also text 1-888-936-4968 or reach out through our Xfinity Mobile assistant to get in touch with our dedicated Xfinity Mobile experts to inquiry more about the order cancellation.
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Jnovicki30
1 Message
1 year ago
Just went to the store to upgrade and had the same issue. How can I correct something if they don't even know the issue, and it doesn't appear to be one on my end??
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user_i6cgnp
1 Message
9 months ago
I faced the same issue! The xfinity online system for upgrade order does not work! Wasted lot of time - 3 orders were cancelled. I spoke to the order verification representative too: still the order got cancelled because "no questions were generated", as the representative said.
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