U

Visitor

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1 Message

Thu, Aug 19, 2021 7:02 PM

Xfinity Mobile order

I am beyond frustrated with everything that has happened and I'm still not done. I started this process on Tuesday and it is now Thursday with no guaranteed end in sight. I explained to a chat representative that I couldn't ship the phones to my home and was told that my only option was to do it in the store. I went to the store where after waisting over 30 minutes of my time and also theirs I was advised they couldn't place my order. I went he and places my order and it went through. I did a happy dance until I received a call that my order needed to be verified, when I called them after giving them my information they stated that the system wouldn't give them any questions for me so the only option was to cancel the order and try again tomorrow at which time I would have to send my id and they told me there are no other options. They then disconnected the call. I then reached out through chat and a different representative said that was not right and after speaking to someone else made it so I could place the order immediately. I did so and about 20 minutes received an email asking for photos of my driver license. I don't feel comfortable sending that information online but I did it with the assurance that it would take less than 24 hours to verify and then everything would be ok. I reached out to 2 different chat representatives on Wednesday and was told 2 different things. The first said it was still verifying but don't worry it would be done soon. The second said that the order was verified and ready to be sent out and I would have a tracking number by Thursday. Today (Thursday) I chatted with a representative, a supervisor, and talked to two different people and shocker, the story has changed again. The order is still being verified and the first two had no clue when it would finish but maybe I should just send my id a second time to make sure. I tried to explain it wouldn't let me buy her answer was simply, 'I'm not sure what to tell you" you just have to wait. When I called I was told that it will take until Saturday at 7:37 am to verify and that they are simply doing them in the order received. That means I will not have my phone's until Wednesday at the earliest if even then. I have now put over 10 hours into this endeavor and all I keep hearing is sorry. At this point it may be less aggravation to stay with my current company rather than trying to consolidate my service. 

Official Employee

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32 Messages

2 m ago

Hey there, I am so very sorry to hear about your experience with our Xfinity Team, it certainly is not what we want for our customers to experience. We will certainly document the experience as we are always looking for ways to improve our customers experience. I would recommend continuing to reach out to our dedicated phone support team to ensure everything is resolved with verifying your information. You can reach them by texting or calling (888) 936-4968. 

Visitor

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5 Messages

8 d ago

I agree. Xfinity mobile totally sucks. They never can do things as they promise, so never trust them and switch to different carrier. 

online chat rep failed to make new phone order and this is my 3rd time….still no phone. My initial order was last Thursday but since the rep failed twice, I had to call on Sunday to ask what’s going on. The rep ordered again and still no phone…this is really frustrating and I’m very convinced to switch carrier.

Visitor

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5 Messages

8 d ago

Stay with your current carrier. Xfinity mobile is not worth it. Signal in the city is not that good. Data speed is not that good. Customer service, web, app quality is the worst for IT company with all the bugs all the time. 
comcast has lots of outage even in Chicago suburbs very often. They don’t give us any credit for outage either. Not worth it. 
find better carrier or stay with current one. 

Visitor

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5 Messages

8 d ago

Also, FYI, the rep on the phone will talk to you while eating chips. I think they work from home or something and I heard eating chips sound. Then they failed to order my new phone but managers don’t care as long as they get paid. Worst worst company as a whole. 
go with Verizon or t mobile. 
sty away from xfinity mobile where service level is worse than elementary school kids. 

Official Employee

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270 Messages

Hello @user_90a260, thank you for reaching out to us on our community forums. I see in the other thread you mentioned it will take about 4-5 days to finish ID verification. Our team would like to pass along your feedback about your recent experience with a representative eating on the phone call. Could you please send our team a private message with your full name and full address? Having the time and date this phone call occurred will also be very helpful.

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

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