T

Visitor

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8 Messages

Thursday, June 23rd, 2022 5:25 PM

Closed

9 DAYS of [Edited] with over 2 DOZEN AGENTS for ACTIVATION

It took ONLY nine days, with over two dozen agents spending at least an hour or two on chat or call each time to get my phone line transferred from AT&T and activated. The most excruciating part of that process was such horrendous attitudes and tones of a few technicians. Incompetency and empty promises with no accountability or follow-ups from a few were not shocking at all but still disgusting. 

In all fairness, a few supervisor/manager-level customer reps on the calls were quite empathetic, apologetic, and understanding. Most others only aggravated my frustration by making me repeat the same on and on and on and being casual, patronizing, condescending, etc. I've documented all communications since they started throwing me a whole lot of [Edited: "Language"]. Along with the names and employee IDs of a few technicians and customer reps. 

I have no idea how it'll play out, but I'm working with a couple of media outlet clients of mine to share this story, too. The story begins with a 15-minute switch sales pitch and ends up being a big [Edited: "Language"] fiasco.

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Frequent Visitor

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19 Messages

2 years ago

Keep at it...wear them down.

Visitor

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4 Messages

2 years ago

How did they solved your issue?  I am stuck with the porting and activation since last weekend, and talked and chatted with more than 10 agents already, and was told that porting is validated by previous carrier, and phone number will be activated within next 2 hours, 4 hours, 6 hours, 24 hours.  But is still not activated.  I had no phone service for 5 days, do not know what to do.  Will appreciated if you have any trick or tip on this.

Visitor

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8 Messages

@sycheng3071​ It has already involved many of their tech agents for the past few days, so the only advice I can give you from my experience is to ask for an advanced-level specialist, Tier 2 or 3. Too many customer reps there simply overlook previous records, and end up making duplicate requests, which only aggravates whatever issues they're supposed to fix. Hope you can get a lucky break soon enough.

Problem Solver

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577 Messages

@sycheng3071 Hello and good afternoon, and thank you for reaching out over our Xfinity Community Forum. I am so sorry to hear that you have been experiencing these porting issues, that would definitely be really frustrating. I am so sorry to hear about this negative experiencing you are having, this is of course never the experience we want for you, or any other loyal, valued member of our Xfinity family.

 

We would be more than happy to help in getting to the bottom of this once and for all. Our Xfinity mobile service actually has its own specialized support team, who are specially trained and equipped to assist with any Xfinity mobile related questions or concerns. I know it sounds like you may have already spoken to one of the members of our Xfinity Mobile support team, but for additional Xfinity mobile assistance, I would recommend reaching out to our incredible Xfinity Mobile support team, and they would be more than happy to assist you in getting to the bottom of what is going on with the porting of your number, and get all of your questions and concerns resolved once and for all!

 

You can reach our Xfinity Mobile support experts by calling or texting 1 (888) 936-4968, or via our secure online chat at https://comca.st/3QLkqKG where an Xfinity Mobile expert is available 24/7. Please let us know if there is anything else we can do to help. We are also here 24/7 and always more than happy to help a valued member of our Xfinity family in any way we can! -Christopher

I no longer work for Comcast. 

Problem Solver

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519 Messages

I truly apologize @tazman47  I will make sure we get this resolved. 

Could you please send our team a direct message with your full name and full address?

 

Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

 - An "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

 

See https://comca.st/3KQF8q9r for an example.

I no longer work for Comcast.

Visitor

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7 Messages

2 years ago

Same thing is happening to me with no end in sight! I'm going on day 6. And I can't even cancel because they have to text or call me for a PIN to transfer my line to another company AND I HAVE NO ACCESS TO MY PHONE. I can't call, text or anything. It's stuck on SIM Not Supported screen. I've talked to who knows how many agents, gone to the store 3 times and the apple store to try and fix it. I've repeated myself literally dozens of times. No one will give me a date when this issue will be fixed even though they said they'd call me in 72 hours (which has long passed since it's been 6 days). 

New Poster

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4 Messages

2 years ago

I CAN TOTALLY ECHO WHAT YOU GUYS ARE FACING, IT IS ACTUALLY MORE THAN 2 WEEKS I DEALT WITH THIS AND STILL WAITING -I had really terrible experience with my new xfinity mobile iPhone activation purchased new from xfinity mobile arrived couple weeks ago and had been pending porting in number and activation, in the last week I literally had to call everyday and spent no less than 4 hours a day (calling 1 (888) 936-4968 got to tier 1 agent, that's 30 min and then wait on line for another 1 hour to get ADVANCED TEAM AGENT, .......we even did several time conference call with the existing carrier (holding my number intended to port into xfinity) confirming my account PIN and # was correct and my account is in good standing and absolutely free to port out. Every time I was told xfinity advanced team is working internally to resubmit correct info again and again. Biggest pain is that the experience to  hold for hours and waited for update and had to call again and again to dealt with different agents and repeat my horrible story over again (Everytime I asked for call back to my phone, or if disconnected but no commitment and delivery on promises), so I have to call over and over again and repeat the info over and over again to different answering agents, this experience is horrible and has happened repeatedly till now still not able to activate my phone. 

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