njweb's profile

Contributor

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58 Messages

Sun, May 16, 2021 2:29 PM

Xfinity Mobile - "Your switch is still in progress". - I tried the online switch to the new 5G unlimited plan 2 weeks ago and still stuck

I already have Xfinity Mobile Unlimited for 2 phone lines (20GB + 20GB at max speed, then reduced speeds) and tried to switch to the new 5G unlimited plan.

It has stuck on this for a few weeks:

"Your switch is still in progress

This process usually takes less than an hour. If it’s been a few hours since you started an account switch, you’ll need to get in touch with us.

Contact Xfinity Mobile care"

I guess this is not going to resolve itself at this point and the only way to address this issue is to call Xfinity? I got busy or I would have called them earlier...

Responses

Frequent Visitor

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22 Messages

1 m ago

Mine hasn't been as jacked for long, but I am experiencing the exact same issue of my account activity saying the switch is still in progress. You're not alone.

MEGEDH

Contributor

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57 Messages

1 m ago

I had the same issue and it was only resolved with a call to Xfinity.  According to Xfinity Mobile support, if you have a mix of 5g and non 5g devices active on your account, they have to manually switch things around and the automated process doesn't work.

(edited)

Official Employee

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201 Messages

1 m ago

Hi, @njweb! Thanks for using our XFINITY forums page to reach out for help with the XFINITY mobile concern. We appreciate you greatly for patiently waiting for a response. I am sorry to learn about this experience when trying to switch to the new 5G unlimited plan. This is definitely not the experience we like to hear about. In order to receive a solution in a timely manner, I recommend contacting our XFINITY Mobile support team through the appropriate channels below. Our XFINITY Mobile support team is awesome and is dedicated to resolving issues such as this. Please let us know if you have any additional questions or concerns.

 

*            Chat: https://comca.st/3hDMLo6

*            Call or text: 888-936-4968

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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njweb

Contributor

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58 Messages

@ComcastGabe Thanks. I called the 888 number and a very helpful representative resolved the issue in about 5 minutes.

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