1 Message

Sun, Jul 25, 2021 1:34 AM

Replacement Phone Wont Pass Tier 2

I went into the Xfinity store and got a replacement phone (Samsung S21) on June 11, 2021 and for some reason it is still in Tier 2 and will NOT move on to Tier 3, which is full activation. The original phone is paid off as well as the replacement phone, which shows the full remaining balance. I have spoken to five different people that are associated with Tier 3 and was told that the problem would be fixed. NOTHING has been fixed and now I have moved to a different carrier and got different phones with no problems on new activation. However, Xfinity still shows me having two phones the same. How can I get this resolved since this has been an issue since June 11, 2021? I forgot to mention, that they are billing me for phones I do NOT have. Any help would be greatly appreciated.


Official Employee


2.9K Messages

2 m ago

Greetings, @user_0d9ae6! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear of the issue you have been having with these mobile phones. In this case, it will be the best route to still reach out to our mobile team at (888) 936-4968 as they have access to any cases that may be with tier 2 or 3 at this time. I certainly apologize for the inconvenience. If you need assistance with anything else please don't hesitate to reach out to us!

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