Wrong phone number showing up in Xfinity app

@EG

Hi I downloaded Xfinity app two days ago, upon checking it seems like my phone number is incorrect, as a matter of fact I have no idea how it even got there. My number is correct on the website but in the app it shows as something entirely different, I was trying to change it but I get the error message so I can't change it in the app. I called Tech support they do not see the number so they can't remove it. They transfered me to Costumer Secuirty Assurance team and they can't see this wrong number either so they can't delete it. Any suggestions?

Thanks

Responses

EG

Expert

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107.1K Messages

2 years ago

No clue, sorry...... I'm not an employee. If customer support can't resolve it, I certainly can't.

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XfinityKassie

Official Employee

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1.3K Messages

2 years ago

@Tatyana1 Good afternoon! Thank you for reaching out to our Community Forums Team for assistance. I would be happy to assist you in getting in the right direction to get your contact information updated. The best way to check and update your contact information is through your Xfinity My Account/App, https://comca.st/3BXQPtA. Once you login, you will see Account Information. Once you get in there, you will see your contact phone number and email address. If it is not correct, you can update through that platform. Once you have updated it, it takes 24-48 hours to be effective. Are you able to give this a try and let me know if you are able to update your contact information through the Xfinity My Account? I look forward to hearing back from you!

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Tatyana1

Contributor

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148 Messages

2 years ago

@XfinityKassie

Please read my original post carefully. I don't mean to be rude but if you read my post carefully you would not have instructed me what you did. This app is very glitchy and this is exactly why I really did not want to download it in the first place. Xfinity forces people to download this terrible app, please bring back XFI website, your app does not work. Read my post Kassie, I tried updating my phone number in the app, it didn't work. On the website my phone number is correct, so when I call Xfinity the agents see the correct number. They do not see the wrong number because the wrong number is only showing up in the app. And No I cannot remove it. What does it mean? It means that my account is fine and I have the right phone number on my account. The problem is within the App and App only. Unfortunately Xfinity has no department that fixes apps.

(edited)

3

XfinityKassie

Official Employee

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1.3K Messages

@Tatyana1 My apologies if that is how it came off. I included both just in case someone else needs the information. If the App isn't working for you, you can use the online platform in the link I provided to update your contact information. Please keep in mind, the Xfinity My Account platform is where most of the information is housed, and feeds into the Xfinity App,(formally the xFi platform). I can also check it on my side if that would be easier. To being, can you please Direct Message your name, the name on your account, the service address, and user ID we will be working with today?

To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

0

Tatyana1

Contributor

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148 Messages

Like I said on Xfinity Website all information looks correct so there is nothing to change. Only the app lists incorrect number.

2 years ago

0

XfinityKassie

Official Employee

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1.3K Messages

@Tatyana1 Okay, thank you for clarifying. In your posts you had mentioned just the xFi (Xfinity Website) and Xfinity App specifically, so I wasn't sure if you had checked the Xfinity My Account. I know it can be a bit confusing, in this case it is important to identify the difference in platforms. Since you have reached out over this platform, we are team is of experts when it comes to technical issues, billing, account maintenance, and much more. I would be happy to take a look into your profile, and get you in the right direction in DM. I look forward to hearing back from you!

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

0

Tatyana1

Contributor

•

148 Messages

2 years ago

@XfinityKassie

I'm not really sure how to contact you in private. You told me to click on peer to peer but I have no idea how to do this. So may be you should contact me in private. Your name does not come up from a drop down list when I try to start a private conversation. But then again nothing about Xfinity works anymore lol

(edited)

4

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XfinitySara

Official Employee

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1.3K Messages

@Tatyana1 - Thanks for this feedback! I'm sorry things have not gone smoother for you, and I'd love to see what we can do once we pull your account up. Our Digital Care Team works around the clock to provide you with 24/7 support, so any of us can help :) Please follow the steps below to send us a Direct (private) Message.

• Click "Sign In" if necessary
• Click the "Direct Message" icon (square word bubble with lines in it)
• Click the "New Message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

Looking forward to speaking with you soon!

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

0

Tatyana1

Contributor

•

148 Messages

@XfinitySara

Do you know the difference between Xfinity app and Xfinity my account app? Which one is correct? I downloaded Xfinity app, the purple one with white X, but there is another one called Xfinity my account, so I have no idea which one works better.

As far as trying to troubleshoot my issue here I do not think I wanna pursue it, last time I contacted Xfinity support here I got different agent every time and no one knew what was going on. I called Xfinity tech support and told them my issue they could not help me so I doubt you guys here will be able to resolve it.

(edited)

2 years ago

0

XfinitySara

Official Employee

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1.3K Messages

I appreciate your concerns, @Tatyana1. And I want to thank you for taking the time to talk with us on our community forums page! Great questions about the apps, by the way. I actually use both! I tend to use the Xfinity My Account App for updating my account preferences and viewing my bills. Then I personally prefer the Xfinity App for troubleshooting when necessary and monitoring devices connected to my network. Clicking on each link I've provided will you show you a list of features each app provides (and there's some really neat things in both!)

As far as your previous experiences go, trying to troubleshoot the phone number issue, I'm sorry to hear that we weren't able to resolve things for you. If you send our team a DM, we're more than happy to access your account, review every place the phone number might be saved, and see what we can do to fix this once and for all. Let me know what other questions you have, and the community remains here to help ❤️

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

0

Tatyana1

Contributor

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148 Messages

OK I messaged Xfinity Support so may be you can take over from there

Thanks

2 years ago

0

Tatyana1

Contributor

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148 Messages

2 years ago

@XfinitySara

When I call tech support I dial 1800XFINITY is that correct number? And are there direct lines to reach tier 2 or no?

1

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XfinityRay

Official Employee

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2.2K Messages

Yes, you have the correct phone number, @Tatyana1. There is not a direct number to the Tier 2 team. The Tier 1 team will transfer your call to them. I am going to also follow up in chat with an update on the ticket that we opened for this.

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

0

Xfinity App

Tatyana1

Wrong phone number showing up in Xfinity app

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