Poor support

I am submitting a formal complaint regarding an Xfinity Mobile support chat on September 28, 2026, beginning around 5:14 PM ET.

Representative: Arun
Ticket: [Edited: "Personal Information”]
Mobile number: [Edited: "Personal Information”]

The issue was specific: an automated system that previously sent SMS notifications to my Xfinity Mobile number by emailing [Edited: "Personal Information”] is now receiving this SMTP rejection:

“550 5.1.0 Blocked. Decommission of Email to Text Vtext/VZWPix.”

I contacted Xfinity Mobile to find out whether Xfinity provides an alternative email-to-SMS gateway or supported replacement now that Vtext/VZWPix has been discontinued.

Despite providing the exact error, Arun repeatedly treated this as a handset or normal cellular-service problem. After authenticating my account, he told me:

“Everything is good to go on your account from our end.”

When I explained again that the email-to-text service was failing, he told me:

“Please do not worry; your service will be working fine.”

I told him clearly that it was NOT working.

Arun then asked what device was not working and identified my iPhone 14 Pro Max, even though the phone model has nothing to do with an SMTP email-to-SMS rejection.

At that point, I repeatedly requested a supervisor.

Instead of promptly transferring me, Arun continued troubleshooting and told me:

“Supervisors follow the same resolution process. I’ve provided all available options at this time.”

No actual resolution or workaround had been provided.

After eventually agreeing to transfer me, Arun told me:

“Please keep responding within 1-2 minutes so we do not disconnect the chat automatically.”

I was then asked again:

“What is the issue”

even though I had already explained it multiple times.

Arun said the supervisor transfer would take “3-4 minutes,” but more than five minutes passed with no transfer. I was repeatedly given generic responses such as “please do not worry,” “we are almost there,” and assurances that I would be connected.

I then asked multiple times for the case/ticket number.

Instead of giving me the number, Arun resumed troubleshooting and said he would run tests and “if needed, we will raise a ticket.”

I again stated that I wanted the ticket number. He then returned to explaining that Verizon was shutting down vtext.com, which I had already explained from the beginning.

Only after repeated requests was I finally given ticket number [Edited: "Personal Information”].

I found this interaction very unhelpful and unprofessional.

My complaint is not simply that Arun did not immediately know the answer. The concern is that:

• The exact SMTP error was provided at the beginning.

• The issue was repeatedly treated as a handset problem.

• I was told my service was working when the specific function I reported was not working.

• My repeated requests for a supervisor were delayed.

• I had to keep replying every 1–2 minutes to avoid disconnection while waiting for escalation.

• I was asked to explain the issue again after already explaining it multiple times.

• I had difficulty obtaining a basic ticket number.

• I received repeated generic assurances instead of clear answers or action.

I am requesting that Xfinity review the complete chat associated with [Edited: "Personal Information”], including Arun’s handling of the technical issue and my repeated escalation requests.

I would also like a clear answer to these questions:

1. Does Xfinity Mobile currently support an email-to-SMS/email-to-text gateway?

2. If so, what address format should be used?

3. If @vtext.com/@vzwpix.com is no longer supported, what is the Xfinity-supported replacement?

4. What does Xfinity recommend for automated business systems that need to send SMS notifications to Xfinity Mobile users?

5. Please confirm that this chat and the handling of my supervisor request will be reviewed.

I would appreciate a response from someone familiar with Xfinity Mobile messaging infrastructure rather than standard handset troubleshooting.