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Visitor

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10 Messages

Monday, September 19th, 2022 2:03 AM

Closed

Terrible mobile support

I have been dealing with your mobile support and it has been horrible. Your agents are impossible  to understand  and all they do is troubleshooting from a script. I have spent time on the phone asking why I'm not getting 5g service on a brand new galaxy s22 5g compatible phone and they tell me it's because I'm not on the unlimited  plan which according to your we page as long as the phone is 5 g compatible  it doesn't matter if you have by the gig or unlimited uou should have 5g.  I'm ready to cancel my service. Please have someone that is knowledgeable contact me back or  canceling my service 

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Official Employee

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3.4K Messages

3 years ago

To get 5G, you'll need a 5G- capable device (https://comca.st/3dxNveW). Nationwide 5G network access is included on both our shared and unlimited data options, no matter which one you choose. Once you have your device, activate it in your account, over the phone, or visit an Xfinity Store.

 

To get 5G access, you’ll need to be on our latest data plan. To upgrade your plan, head to your account. Ultra Wideband 5G is only available in select parts of select cities.

 

That being said I understand reaching out by calling has been successful. Here on social media we have limited access to mobile accounts. Have you tried to visit a local service center?

 

I would suggest making an appointment and then visit the service center if you would like to speak with them directly. Here is a link: https://comca.st/3QUCKRD that will help you with making the appointment online. You can also walk in at anytime during business hours and our team will be happy to help!

Visitor

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10 Messages

3 years ago

I already have all the criteria  you mentioned and still no 5g. I'm switching carriers that I can get decent support and not have to make an appointment  I waited 3 hours last night to activate a new sim thinking that was an issue and after an hour on the phone I finally had to get it registered  by a supervisor.  You have by far the worst support model. Your agents lie and try brushing people off the phone. 

Official Employee

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3.4K Messages

3 years ago

I really am sorry about this. That is not the experience I would want you to have. I am sorry to hear that you will be switching carriers because of this. I want to see if there is anything I can do on our end since you have already reached out by calling. 

 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

Visitor

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10 Messages

3 years ago

Dena , I replied to your message 

Visitor

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10 Messages

3 years ago

Hi Dena have you looked into this and going to respond ? 

Visitor

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10 Messages

@user_fbde3e​ @xfinity_dena Your escalation team reached out to me last Friday and said he would get back within 2 business days. I have not heard a word back and it's been 4 days already.  you obviously don't care about your customers. I'm hoping this is not closed since it has not been resolved. 

Official Employee

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695 Messages

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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10 Messages

I replied once again in private message 

Visitor

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10 Messages

Just so you know my update from support was the escalation  team contacted me two weeks ago and they promised  a response back within two business  days and blew me off and never heard a word back.  The techs obviously  don't look at the ticket too see that I was never contacted back.  Again terrible support that doesn't care about the consumer. I was also told by the escalation team that xfinity does not have the same service as Verizon. Can you say false advertising 

Contributor

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4 Messages

I'm sorry to hear you weren't contacted back. I checked on the ticket and the last update I saw was that the XFINITY Mobile team was waiting on you to contact them again to proceed with troubleshooting so I apologize for any miscommunication there. I can set up another request to make sure that you're contact and things move forward. -Brian

I no longer work for Comcast.

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