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user_3e44cf
1st Topic

Visitor

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2 Messages

Wed, Aug 3, 2022 11:20 PM

Xfinity you have to do so much better! THis

I have been an xfinity customer for over 17 years. I recently switched from a bundled home phone, cable, internet plan to a internet & mobile plan with them. During transfer of land line to mobile device xfinity released land line. Then when they realized their mistake, they claim they were able to pull my number back (something about porting my number).  I have now spent over 3 weeks waiting for line to be transferred to my xfinity mobile account plus over 10hours on the phone with Philippine customer service almost every other day for hours on end! They have kept me on hold for over 2 hours on many occasions, promised to call me back next day to ensure matter was resolved only to never hear from them again.  They also claim if you get disconnected during the call they will call you back...another lie! I have asked multiple times to speak with Supervisor only for them to say they are busy. They then tell me they have now figured out what the problem is, I need to call my land line carrier to have them release the number ( which is them (xfinity) for past 18 years!) so that it can be transferred. I tell the it is them who I had the service with, they then act surprised. Same story over and over...let me look into this for you. Only to tell me sir, you need to call AT&T to release your number.....I do not have service with AT&T so how can I tell them to release my number if I do not even have an account with them?????? 

Question

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Updated 

1 d ago

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XfinityKrystal

Official Employee

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186 Messages

13 d ago

Hey there, thanks for being part of our XFINITY Mobile family. I'm certainly sorry to hear your phone has yet been ported over to your new line. We would love to help, however, we do not have the ability to review account specifics over social media. We would suggest contacting our Mobile experts via one of the following methods: • SMS Text Message: 1 (888) 936-4968 • Phone: 1 (888) 936-4968 • Chat: comca.st/2VSTyBT (which I know you've already tried) Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general XFINITY Mobile questions in the future. 

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user_3e44cf

Visitor

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2 Messages

@XfinityKrystal​  Issue still not resolved, now going on a month with out a phone. Over 13+ calls to service representatives, more than 12 hours of my personal time spent talking with incompetent representatives who promise to call back to ensure all is resolved, then don't!  I then have to call back again and speak to a new representative who I have to share story with all over again! Your mobile team has admitted they messed up during transferring my line, yet still have not resolved it!

You Krystal can help by passing this message over to Brian Roberts and let him know the company he is running is failing its customers!

I would like this to be elevated to highest Manager within Xfinty Mobile as it is not acceptable to ask someone to go without a phone for over a month!

(edited)

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3 d ago

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XfinitySara

Official Employee

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291 Messages

Hello, @user_3e44cf. Thank you for reaching back out and letting us know through your original post that this concern is still unresolved. I am sorry to hear how this experience has made you feel, and would love to get this escalated on your behalf! Could you please send our team a private message with your full name and full address? We can most definitely take a further look at this for you.

 

To send a "Direct (private) Message":
• Click "Sign In" if necessary
• Click the "Direct Message" 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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1 d ago

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user_42e23e

Visitor

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4 Messages

10 d ago

This is almost identical to the incompetent service I have been receiving from these Xfinity clowns.   Same identical run around with our porting.  It has only been since Wednesday, but this is identical to what we are experiencing.  I have heard "I am the person that will solve this problem for you today", and how many times have I been told that I am "awesome".  NOTHING.  No accountability, never calls back.  Never a resolution.  These Xfinity clowns have designed a process where they hire only dummies that can read the screen and push the button that says "Fix the Problem".  Ticket closed, no worries.  We call in again and go through the same process.  Really horrible.  

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