M

Visitor

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4 Messages

Sunday, October 23rd, 2022 5:19 AM

Closed

SOS Mode

Ok, so I tried posting this once…. But, guess it didn’t go.. so here it goes “again.”

I’ve always been an andriod user, Samsung to be exact to when my iPhone 14 pro max finally came on Thursday after waiting a whole month, I was so excited! My excitement turned to pure anger and rage after I tried activating my phone and it got stuck in SOS mode! 

So, Thursday evening my phone came. I contacted support to help activate, which took about two hours. He said that once I finished transferring my data over everything would be up and running properly…wrong! I called back on Friday around 8am and I didn’t get off the phone until about 5:30pm. I was bounced from tier 1 to tier 2, then advanced support, then transferred to Apple who in turn told me I’d have to call XFINITY back, tier 1, then tier 2, advanced support, then call disconnecting, calling back twice, finally tier 3 then advanced support or whatever they said to the person finally telling me that since the phone was activated via the “air waves” it would take 24 hours before I could fully have the phone activated… 24 hours starting from the time she told me. I knew it was [Edited: "Language"] and I knew she was just telling me this to get me off the phone because NONE OF THEM KNEW HOW TO FIX IT! 

So, 24 hours later, of course the phone still not working, no calls, texts, nothing… I called back and I pleaded with with guy.. “I just want my phone to work..” I was soooooo frustrated and wanted to be released from this nightmare that I literally started to box this thing back up and ship it back! So, the tier 1 says he has advanced support and omg I swear I gave the biggest eye roll because I knew I was just going to be going around in circles again! I was so tired of resetting network settings, resetting all settings, resetting to factory defaults, turning off and turning back on… and finally I get Jacob…

JACOB FIXED IT!!! I was so extremely happy that I wanted to speak with his supervisor, who of course wasn’t available! I don’t know how else to thank this guy, but Jacob thank you!!! I don’t know what he did or how he did it, but he had me turn my phone off for a while and he worked his little magic and when I turned it back on and went to Cellular… I finally was prompted to setup my ESim!!! Jacob you’re the best!! I don’t know how else to give this guy kudos but I just want everyone to know that Jacob is the GOAT!!! Thanks so much!!! 

Visitor

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1 Message

1 year ago

My phone on sos mode

Gold Problem Solver

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541 Messages

Good evening, @user_f338dc, and thanks for reaching out through our Community Forums page for help with your Xfinity Mobile phone. As you see in the Original Post, our Xfinity Mobile team is who you need to contact for help with your device. 

You can contact our Xfinity Mobile support center via any of the following methods:

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you for participating in our community!

I no longer work for Comcast

Visitor

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4 Messages

When calling the 888 number should I press 1 for "new service" or 3 for "support"?

New Problem Solver

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169 Messages

Hi @user_10d9f5, and thanks for reaching out to us at Xfinity! 

 

If looking to speak with an Xfinity mobile specialist, please call 1 (888) 936-4968 (press the prompt that best supports your issue), or reach out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile 

 

If you require further assistance, please create a separate public post and a team member will be happy to help! 

I no longer work for Comcast.

Visitor

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1 Message

1 year ago

Ever since I’ve switched to Xfinity Mobile I can no longer use FaceTime and my messages are being sent as an Android(green instead of blue). No one has an answer for this. I need a resolution 

Official Employee

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1K Messages

Hello, @user_7a5198, have you already tried working with our Xfinity Mobile team by phone and chat? Their contact information is listed in the thread. 

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

Visitor

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1 Message

10 months ago

Okay then I need to request Jacob, because I worked with 5 xfinity employees, and my phone still goes to voice mail whenever someone call me. Geezzz Where is Jacob when you need him. 

Visitor

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4 Messages

@user_f90d86​ this is so crazy! I just replied to you and the whole thing just disappeared! Omg! Anyway, I wish there was some extension or number that I could give you that would lead you to Jacob. I came across him by utter chance. I’d been bounced around from agent to agent so much and I was just about to give up and just send the phone back. Either their explanation for why this was happening was asinine or just complete and utter BS. When I finally got Jacob I was literally at my wits end. I am so sorry that this is happening to you and I wish you get it resolved soon. I’m wondering if this is something that is only happening with XFINITY mobile customers because I haven’t heard of this going on with other carriers. XFINITY should really do a better job at offering support to their customers though. I’ve heard that some people haven’t been able to use their phone for months or more.. that’s just plain ridiculous.. yet they expect you to pay the bill! 

Visitor

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1 Message

10 months ago

My phone ıs on sos mode , thıs ıs new phone . Helo please

Official Employee

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924 Messages

Hello @user_6d93f4. For troubleshooting mobile service, it's best to speak with our mobile experts to get them resolved. 

You can reach them with any of these methods:

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: xfinity.com/xfinityassistant/?channel=xMobile

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
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