Issues activating iPhone
I'm an existing Xfinity Mobile customer. I purchased a new iPhone 14 Pro Max through Xfinity to replace my Samsung Galaxy phone. When I attempted to activate the phone yesterday, it said I was going to be texted a code that I had to type in in order to proceed with the activation. However the codes did not come through, so i clicked the send me a new code option a few times, eventually I started to receive codes, however it said they were invalid and eventually said too many incorrect tries and I would have to contact support for the activation.
I contacted chat support, on my first contact with them, the agent sent me an article and told me to follow it, they did not seem to understand my situation, also I noticed after that first contact when I pull up the iPhone under devices it now says New Number, I'm a little worried about this, as I want to transfer my existing number
On my next contact with chat support, I was told there was a "BPM Hold" on my account and it would take 7-10 days for them to resolve it, this seems like an excessive amount of time. I also didn't receive anything like a confirmation email or anything to confirm that someone is actually working on it.
I tried to call yesterday evening, after waiting I was connected to an agent. I explained my issue, they said they were placing me on hold while they looked into it. After waiting on hold for a few minutes I was transferred back to the call queue without warning. I tried waiting awhile longer, but the wait time kept climbing, and when it was exceeding 1 hour I gave up.
Is there any other way for me to get some support on this short of going to an Xfinity store? That will require a 30 mile drive so it is something I would prefer to avoid.
6 months ago
Thank you for reaching out over Xfinity Forums @user_MJ919. I am sorry to hear you have had trouble activating the new phone. Certainly this is not the experience we hope our customers have.
Due to account security we have no access to Xfinity Mobile accounts here on social media. We ask that you reach out to them directly. The expert mobile team can be reached at 1-888-936-4968. They are available 24 hours/day, seven days/week.
I understand you have tried phone support. You can also reach out using this link https://comca.st/3dXe7WS. Scroll down to the bottom of the support page and click "Ask Xfinity". I have had excellent experiences with them over the chat option. If you have any further questions or concerns, please don't hesitate to reach out us.
8 days ago
I am facing the similar issue right now. Did you get your number transferred eventually? This is pathetic customer service overall with no clarity on the process.
7 days ago
I also have similar issue and the customer service is blackmailing me into not calling then for follow-up as every time I call the resolution time is 7 days from my call, WTH
I hope, right people look into this, never had such issue with any other carrier