U

Visitor

 • 

5 Messages

Mon, Sep 19, 2022 2:03 AM

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 

XfinityDena

Official Employee

 • 

836 Messages

4 d 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

 • 

5 Messages

4 d 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. 

XfinityDena

Official Employee

 • 

836 Messages

4 d 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

 • 

5 Messages

4 d ago

Dena , I replied to your message 

Visitor

 • 

5 Messages

2 d ago

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

forum icon

New to the Community?

Start Here