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ANSWERED: What is Xfinity Mobile?

 2017apr05-press-xfinity-mobile-logo.jpg

 Xfinity Mobile is a new wireless service built for the way people use their phones today with the internet at the center of the experience.

 

Video: Xfinity Mobile uses America's largest and most reliable 4G LTE network, along with the nation's largest WiFi network, to give customers a better wireless experience.  

 

 

Pricing & Other Info

Shop Xfinity Mobile plans and phones here: https://www.xfinity.com/mobile/shop

 

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By the Gig:
Restrictions apply. Service not available in all areas. Requires a post-pay subscription to a residential Xfinity Internet service.
Limited to up to five lines. Initially limited to up to two lines under a device payment plan, pending activation of Internet service.
Devices associated with these lines are shipped to the Internet service address on file.
Equipment, international and roaming charges, taxes and fees, including regulatory recovery fees, surcharges, and other applicable charges extra, and subject to change.
Data charge applies to each GB or partial GB of shared data used.
Video streams up to 480p, standard-definition quality. HD streaming is available on Xfinity Wifi. Learn More
Up to $20 per line monthly charge applies if at least one of the following post-pay subscriptions are not maintained on the account: Xfinity TV, Internet or Voice service.
After 20 GB of monthly data use, speeds are reduced to a maximum of 1.5 Mbps download/750 kbps upload. This is determined and applied on a per line basis.
Pricing subject to change. Actual speeds vary and are not guaranteed.
 
Unlimited:
Restrictions apply. Service not available in all areas. Requires a post-pay subscription to a residential Xfinity Internet service. 
Limited to up to five lines. Initially limited to up to two lines under a device payment plan, pending activation of Internet service. 
Devices associated with these lines are shipped to the Internet service address on file. 
Equipment, international and roaming charges, taxes and fees, including regulatory recovery fees, surcharges, and other applicable charges extra, and subject to change. 
Up to $20 per line monthly charge applies if at least one of the following post-pay subscriptions are not maintained on the account: Xfinity TV, Internet or Voice service. Pricing subject to change. Actual speeds vary and are not guaranteed. 
After 20 GB of monthly data use, speeds are reduced to a maximum of 1.5 Mbps download/750 kbps upload. 
Video streams up to 480p, standard-definition quality. HD streaming is available on Xfinity Wifi. Learn More
On any connected device, mobile hotspot speeds will not exceed 600 kbps.

 

 

Plan For Your Delivery

  • Once you receive your shipping confirmation email, you can expect to receive your package in two business days. Use the tracking link in your email for the most up-to-date delivery information.
  • Someone will need to be home to receive your Xfinity Mobile package — a signature is required for delivery.
  • FedEx will attempt to deliver your shipment three times. After the third attempt, your package will be held at a local FedEx facility for two additional days.
  • If you contact FedEx within five days of the first delivery attempt, you may be able to arrange for your package to be held longer.

 

 

Track Your Orders

We'll send you an email when your order has shipped. In the meantime, if you want to check the delivery status of an Xfinity Mobile phone or accessory, you can visit Billing within your Xfinity Mobile account. Select your order to view:

  • Your order processing status
  • The estimated delivery date
  • Whether the shipment has been delivered
  • A link to the FedEx site for additional tracking information

You can also track the delivery status of a new device order from the Activation page in My Account.

 

 

Activate Your Phone

 

Whether you're transferring a number from a previous carrier or getting a new number, the activation process is really simple. Here's how it works:

 

Step 1: Head to the Activation page

Device on activation page

We've created one place to walk you through the activation process. Visit Activation and you'll see your phone details and number.

 

Step 2: Transfer details from previous carrier

Device on down to details page

If you're getting a new number from Xfinity Mobile, you can skip to Step 3.

 

Before you can transfer your phone number from another carrier, we need the account number and PIN from your previous carrier. If you don't know this information and your previous carrier has an app, that's usually the quickest way to find it. If you can't access it there, find your previous carrier's contact info, ask them for your account details, then enter them on the activation site. You'll also need to fill out the required fields on the "Down to details" page (See additional tips for switching carriers below).

 

Step 3: Phone off, SIM card in

Now that you've entered all your details, make sure your new phone is turned off before you click "Activate." Already on? No sweat. Just turn it off now.

Make sure your SIM card is installed, too. Samsung and LG phones are shipped with SIM cards already inserted, while iPhones come with the SIM card separate, so you'll need to insert it. Learn how to install the SIM card on your iPhone.

 

Step 4: Start activation

There's only one thing left to do: Click the "Activate" button.

Activation wait times can vary depending on whether you're transferring a number or getting a new one.


Device on down to details page
Device on activation in progress page

 

 

Transferring a number

If you're transferring your number from a previous carrier, keep your old phone and your new phone close by. Wait times can vary depending on your previous carrier, but typically your service will switch from your old phone to your new phone within 10 minutes.

 

Don't worry, there's no need to sit by your phone waiting for it to activate. You can visit xfinitymobile.com any time to check your activation status, and we'll send you a confirmation email when you're good to go.

 

 

New number

If you're getting a new number with Xfinity Mobile, activation will only take a few minutes. You’ll get your new number once activation is complete.

 

 

Bring Your Own Phone

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Make the switch to Xfinity Mobile in a few steps:

1. Check your phone's compatibility and get a SIM card. See if your phone can work on Xfinity Mobile and customize your plan

**Note**:  Xfinity Mobile customers can bring compatible devices to new lines of service. However, at this time, we don’t support adding your own device to an existing line.

2. Get your phone's new, free SIM card in the mail. When your SIM card arrives, you can sign in to your Xfinity Mobile account to start activation.
3. Activate your phone and get back to your day. You could be up and running on Xfinity Mobile in as fast as 10 minutes.
 
 

Returning or Exchanging a Device

If you wish to return or exchange for any reason, we want to help you take care of it as quickly as possible.

 

You have 14 days from when your device was shipped (or purchased in a retail store) to initiate a return or exchange. For accessories, you have 30 days.

 

Call us at (888) 936-4968 or visit a store to start a return or exchange. If the return or exchange is initiated by phone, we'll send you a FedEx return label that you can use to ship your item(s) back to us free of charge.

 

 

Things to know before you ship back your device

Before shipping back your device, please read through these guidelines:

  • Back up your personal information, then clear it from your device.
  • Disable the screen lock on the device. 
  • If you’re returning or exchanging a device, include the battery, charger, stylus pen (if applicable) and manual.
  • Put your prepaid shipping label over the old label on the top of the box.
  • Re-seal the box by peeling the white adhesive strip.
  • Drop off the box at a FedEx Office shipping center. You cannot make a return or exchange from an Xfinity Store or UPS drop-off box.
**NOTE: If you don’t have the original box, you can use your own, as long as you seal it with shipping-strength tape.
 
 

Important fine print about returns

Conditions for refund

To get a full refund, you must disable the screen lock on the device before sending it back.

Please remember to include everything that came in the original box, including the device, battery, charger, stylus pen (if applicable) and manual. Also, the device must be in like-new condition, with no physical or water damage, and in the manufacturer’s original packaging.

 

Fees to anticipate

You will be charged a $35 restocking fee against your refund for most device returns or exchanges. If anything is missing or the device is not in like-new condition, we may have to refuse the return or deduct the amount and restocking fee from your refund. We don't charge a restocking fee for accessories.

If you're exchanging a device, make sure to return your old device within 20 days of your new device being shipped. Otherwise, you will be charged in full for your old device.

 

Service details

When you return a device after it's been activated, it will automatically cancel the line associated with that device. This means the number will be lost. If the device has not been activated, no line is associated with it, so you won't have to worry about losing the number.

If you have any questions, you can always call us at (888) 936-4968.

 

 

 

Frequently Asked Questions

What is the difference between By the Gig and Unlimited?

Data can get personal. While one person on your account might devour data every month, others might be cool with going By the Gig and sharing. You can mix and match data options for all lines on your account.

 

Pay By the Gig

Gigabytes (GB ) are $12 each, and data is shared across all lines on your account that are using By the Gig. You’ll have as much 4G LTE data as you need and only pay for one GB at a time. Any individual line that uses more than 20 GB in a month will have reduced speeds until the end of the bill cycle.

 

Unlimited

For each Unlimited line, you’ll pay $45 a month for 20 GB of 4G LTE data. After 20 GB of monthly data use, data speeds will be reduced, but you won't be charged for the extra data you use. Once the next billing cycle starts, you’ll be back to full speed.

 

Feel free to switch between data options and find what works best for you. 

 

If you're still on the fence, use our Data Recommendation Tool to figure out whether By the Gig or Unlimited is right for you.  

 

Why are some devices compatible and others aren't? What can I do instead?

Different carriers use different network technology, and as a result, not all devices are made for all networks. So when a device is made for use on one carrier, it may not be compatible with the technology used on another.

**Note**: If you have an iPhone or Galaxy, you may be able to bring it with you to Xfinity Mobile. Currently, we do not allow customers to bring their own Android devices or iPad to Xfinity Mobile.

 

If your device isn’t currently compatible with the Xfinity Mobile network, you still have a few options if you want to join us.

  1. Trade-in: Xfinity Mobile customers can receive payment for their old devices through Assurant, our trade-in partner. Learn more about this.
  2. Shop for a new device.

 

What kind of network is Xfinity Mobile?

Xfinity Mobile combines the nation's largest 4G LTE network - covering 98% of the U.S. population - with 18 million WiFi hotspots. Chat with an Xfinity Mobile Specialist to learn more.
 

Which WiFi network does Xfinity Mobile use?

We use Xfinity WiFi. With 18 million WiFi hotspots, it's the largest WiFi network nationwide.
 

How does Xfinity Mobile save you money?

With access to 18 million Xfinity WiFi hotspots nationwide, you can use more WiFi and less 4G LTE data. That means you spend less on data every month.

 

What should I know about shipping and tracking for my order?

Your order will be shipped for free, and you can keep an eye on it with easy tracking.

All orders will ship to the service address on your Xfinity Mobile account.

 

When can I expect my delivery?

We send all orders through FedEx two-day shipping. If you pre-ordered a device or accessory before the launch date, you can expect your delivery to arrive on the day your item launches. How exciting!

 

Orders do not ship or get delivered on Saturdays, Sundays, or nationally observed holidays. If your order is placed on one of these days, it will process on the next business day. Orders received prior to 2p ET will ship on the same business day. Orders placed after 2p ET will ship on the next business day.

 

How long will it take for my phone to activate?

If you’re getting a new number

Activation is a one-step process if you’re getting a new number, and it should only take a few minutes. Once activation is complete, you'll be ready to go with your new digits.

 

If you’re keeping your old number

You'll have to transfer your old number to Xfinity Mobile if you want to keep it.

Before starting the process, make sure you have accurate information from your previous carrier. You’ll need the following:

  • Billing name
  • Billing address
  • Account number
  • PIN and/or password
  • Last four digits of the Social Security Number on the account

Be sure to double check everything — incorrect account information will prevent you from being able to transfer your number. Learn more about locating this information.

 

If all of your information is correct, the transfer process from most major carriers will be complete within 10 minutes. For some smaller carriers, it can take up to an hour. If you're transferring the number from a landline or wireline, it takes, on average, five business days.

 

Don't worry, there's no need to sit by your phone waiting for it to activate. We'll send you a confirmation email when you're good to go. We'll also email you if there's an issue with the transfer, with instructions on what to do next. And you can always visit xfinitymobile.com to check your activation status.

 

What can I do if I am having trouble setting up my iPhone?

Here are a couple of things to check:

  • Make sure to choose "Set Up Over WiFi" (not "Set Up Over Cellular") when activating your phone
  • If you've activated but your iPhone's not working, confirm that you see "Xfinity Mobile" on the top left of the home screen. If you don't, follow these steps:
  1. Connect to a WiFi network
  2. Go to Settings > General > About
  3. Wait for the Carrier Settings Update prompt to appear, then select "Update"

 

Where can I find the account information from my previous carrier?

If your previous carrier has an app, that's usually the quickest way to find your account information. If you can't access it there, use the instructions below for finding account numbers and PINs for major carriers and MVNOs (Mobile Virtual Network Operators). We've also included general contact info where we can.

 

AT&T

ACCOUNT #: You can find your account number on your AT&T bill.

ACCOUNT PIN: Your PIN is the same as your online password.

CONTACT: http://www.att.com or (888) 898-7685

 

AT&T Prepaid

ACCOUNT #: To get your account number, call the AT&T Number Transfer Request Line at 888-898-7685.

ACCOUNT PIN: Your PIN contains four digits.

CONTACT: https://www.paygonline.com/ or (888) 898-7685

 

Boost Mobile

ACCOUNT #: To get your nine-digit account number, call Boost Mobile at (888) 266-7848.

ACCOUNT PIN: Your PIN contains four digits.

CONTACT: http://www.boostmobile.com/ or (888) 266-7848

 

Cricket

ACCOUNT #: You can find your account number by logging into your account or calling the Cricket Porting Department at (800) CRICKET (274-2538)

ACCOUNT PIN: Your PIN is the same as your four-digit authorization ID.

CONTACT: http://www.cricketwireless.com/ or (800) CRICKET (274-2538)

 

Google Voice

ACCOUNT #: Your account number is the same as your 10-digit phone number.

ACCOUNT PIN: Your PIN is the last four digits of your phone number.

CONTACT: https://voice.google.com/

NOTE: Name and address must match.

 

Google-Fi

When you cancel service with Google Fi, you will receive a “port out” account number and password.

For more information, visit https://support.google.com/fi/answer

CONTACT: https://fi.google.com/account

 

Metro PCS

ACCOUNT #: Your account number is the nine-digit number found on your online Metro PCS profile.

ACCOUNT PIN: Your PIN is the same as the passcode you use when you call Metro PCS.

CONTACT: https://www.metropcs.com/ or (888) 863-8768

 

NET10

ACCOUNT #: Your NET10 account number may be the MEID or IMEI serial number on your phone or the last 15 digits of your BYOP SIM card.

ACCOUNT PIN: NET10 doesn’t use PINs. If prompted to enter one, use "0000."

CONTACT: http://www.net10wireless.com/ or (877) 836-2368

 

Republic

ACCOUNT #: Your account number is the same as your 10-digit phone number.

ACCOUNT PIN: Your PIN is the same as your billing zip code.

CONTACT: https://republicwireless.com/ or (877) 836-2368

NOTE: Republic Wireless doesn't have a customer service phone number. Porting over your number will take four to seven days.

 

Sprint

ACCOUNT #: Your account number contains nine digits.

ACCOUNT PIN: Your PIN is the same as the “call-in” passcode you use when you call Sprint.

CONTACT: https://www.sprint.com/ or (866) 275-1411

 

Straight Talk (also Telcel America and TracFone)

ACCOUNT #: Your Straight Talk account number may be the MEID or IMEI serial number on your phone or the last 15 digits of your BYOP SIM card.

ACCOUNT PIN: Your PIN is typically the last four digits of your phone number or SIM ID. It can be found on the profile page of your online account. If no PIN is listed, create one prior to porting your number.

CONTACT: https://www.straighttalk.com/ or (877) 430-CELL (2355)

 

T-Mobile

ACCOUNT #: Your nine-digit account number can be found on your T-Mobile bill.

ACCOUNT PIN: Your PIN can be a number or a word.

CONTACT: http://www.tmobile.com/ or (877) 413-5903

 

T-Mobile Prepaid

ACCOUNT #: Your account number is the same as your 10-digit phone number, preceded by a "1."

ACCOUNT PIN: Your PIN consists of four digits. If you haven't set up a PIN, dial 611 to create one.

CONTACT: http://www.tmobile.com/ or (877) 789-3106

 

TracFone

ACCOUNT #: Your TracFone account number may be the MEID or IMEI serial number on your phone or the last 15 digits of your BYOP SIM card.

ACCOUNT PIN: Your PIN is typically the last four digits of your phone number or SIM ID. It can be found on the profile page of your online account. If no PIN is listed, create one prior to porting your number.

CONTACT: http://www.tracfone.com/ or (800) 867-7183

 

US Cellular

ACCOUNT #: Your account number consists of 10 digits, a dash ( - ), and 00001.

ACCOUNT PIN: Your PIN is the same as your four-digit passcode.

CONTACT: http://www.uscellular.com/ or (888) 900-7678

 

Verizon POSTPAID

ACCOUNT #: The account number can be found on your most recent bill and usually ends in 00001.

ACCOUNT PIN: Your PIN is the "call-in" passcode you use when you call customer service. It is typically the last 4 digits of your social security number, unless you changed it.

CONTACT: http://www.verizonwireless.com/ or (800) 922-0204

 

Verizon PREPAID

ACCOUNT #: Your account number consists of 10 digits, a dash ( - ), and "00001."

ACCOUNT PIN: Your PIN is the same as your 4-digit security passcode.

CONTACT: http://www.verizonwireless.com/prepaid/ or (800) 922-0204

 

Virgin Mobile

ACCOUNT #: To get your nine-digit account number, contact Virgin Mobile customer service.

ACCOUNT PIN: Your PIN is typically your birthday in six-digit format, unless you changed it.

CONTACT: http://www.virginmobileusa.com/ or (855) 326-7983

 

Other

Find your account number on your bill or online account profile. To get your PIN, check your online account profile or contact your carrier.

 

What do I do if my SIM card isn't working?

It's a tiny card, but it does a lot. If you're seeing the error message "No SIM. Insert SIM card," don't panic. Sometimes the SIM card isn't damaged. It just needs repositioning, or even a little dusting. Before you decide you need a replacement, here's how to inspect and clean your SIM card.

 

How to clean and reinsert your SIM card

First, you'll want to make sure your SIM card is inserted correctly. Ensure your phone is powered off and follow these steps:

  1. Open the SIM tray using your SIM Ejector Tool or a paperclip. To find out exactly where the tray is located on your phone, see specifics for Samsung phones, LG phones, and iPhones.
  2. Clean the SIM card by blowing off dust, or use a soft cloth to carefully remove any residue from the gold contact area (don’t use soap or anything abrasive).
  3. Place the SIM card chip-side down into the tray and slide it back inside. If inserted correctly, the tray should go in easily.
  4. Restart your phone.

 

If you’ve dusted and reinserted your SIM card, reviewed the detailed instructions for your phone type (links above), and are still seeing an error message, call or text us at (888) 936-4968 and we’ll help you figure it out. We can always send you a replacement SIM card if necessary.

 

Why isn't my phone connecting to the internet?

  • Make sure that your phone is not in airplane mode.
  • Confirm that your phone is showing 4G LTE or 3G on the top of your screen.
  • Try another WiFi network. You may be connected to a network with no internet.

If you've checked these things and still can't figure out why your phone is not connecting to the internet, call an Xfinity Mobile Specialist at (888) 936-4968

 

How do I change my data option?

If you want to change your data option, it's no problem. You have the flexibility to switch between Xfinity Mobile data options online or in our app, and we've got two great choices.

 

 

Unlimited for the most data

Here's how to switch from the By the Gig to Unlimited:

  1. From your Xfinity Mobile Account, go to Activity > Data Details > Data Options
  2. Tap Unlimited
  3. Tap Confirm

Unlimited will take effect right away — it's that easy! You'll be charged $45 for all the data used by the line at the end of the month.

 

Start paying By the Gig

Here's how to switch from Unlimited to By the Gig:

  1. From your Xfinity Mobile account, go to Activity
  2. Click View Details on the line you want to switch
  3. Scroll to the Data Options > Go By the Gig > Confirm

Your switch to By the Gig will take effect right away.

 

What should I do if I can't log into my Xfinity Mobile Account?

If you forgot your username or password, there are a few ways to recover your info. Here are some things you can try:

  • Do you know your Xfinity Internet username and password? If so, you're in business. We keep things simple by having your Xfinity Internet credentials match those for your Xfinity Mobile Account. Try logging into Xfinity Mobile with your Xfinity Internet username and password.
  • If you don't know your Xfinity Internet credentials, or if for some reason you're unable to access Xfinity Mobile with that information, you can recover your username and password.
  • If you're seeing the "not a customer" screen when you try to access your account, but you are a customer, please call (888) 936-4968 and speak with an Xfinity Mobile Specialist.

 

If you have trouble logging into your Xfinity Mobile account after moving, it may be because you created a new user ID or password for your Xfinity Internet, Xfinity Voice, or Xfinity TV when you moved. We keep things simple by keeping your username and password the same for all Xfinity services, including Xfinity Mobile.

 

If your move is complete and you think your Xfinity Mobile account has not automatically updated, or if you created new account credentials when you moved, call us at (888) 936-4968 so we can verify your new information and link up all your Xfinity accounts.

 

What happens if I move my Xfinity Internet, Xfinity Voice, or Xfinity TV services to a new address?

Your Xfinity Mobile account is tied to the account we have on file for your other Xfinity services, such as Xfinity Internet, Xfinity Voice, and Xfinity TV.

 

If you move and change the address where you're receiving these Xfinity services, your Xfinity Mobile account needs to be updated as well. For most customers, the update will occur automatically within one-to-two weeks of moving.

 

Why won't my device power up?

No matter whether you dropped it, your device has water damage, or it's not working for an unknown reason, it's so frustrating when your device won't power up. Here are some things you can try to bring it back to life:

  • Plug it in for signs of life. If the battery was completely drained, it may need a few minutes of charge before it comes back on.
  • Try a different charger or outlet.
  • Turn to the pros at Apple if you have an iPhone: What to do if your iPhone won't turn on.

If the problem persists, call us at (888) 936-4968 and we’ll help you find a solution.

 
*NOTE: Just a reminder that your phone has a non-removable lithium ion battery, so don't attempt to remove it

 

Why are my calls not going through?

Calls can fail to connect for a number of different reasons. If you're having trouble making calls, there are a few things you can try on your own.

 

Check these things first

  • Make sure that your phone is not in airplane mode.
  • Check the phone's signal strength. In remote areas, you might not have a strong enough signal to make calls.
  • Confirm that the SIM card is inserted correctly and connected to the network. If that doesn't resolve it, find out what to do if your SIM card isn’t working.

If you've checked these things and still can't figure out why your calls aren't going through, call us from another phone at (888) 936-4968. You can also text or live chat with us any time.

 

Can I schedule my payments?

When it comes to paying your mobile bill, we're all about keeping things simple — one card and one date.

 

You cannot schedule payments because your bill is paid on the same day every month based on your billing cycle end date. Learn more about when your card is charged.

 

All of your Xfinity Mobile payments will be charged automatically to the one credit or debit card you have on file. If you want to change your payment method, you can update your payment information anytime.

 

What charges appear on my Xfinity Mobile account statement?

Your account statements provide a summary of charges from billing cycles that have closed. They include detailed charges, minutes and messages used, as well as the status of your payments.

 

 

 

 

Additional Information:

Step-by-step on how to switch your carrier:

  • Step 1 - Research all the plans out there and figure out which is best for you. Xfinity Mobile is the only carrier that doesn’t charge you a monthly line access fee, plus offers free minutes and texts. All you pay for is data: $12 a month for 1 GB or $45 for Unlimited data.
  • Step 2 - Gather all your current account information, and make a note of all your phone’s details if you want to take your phone with you (including that 15-digit IMEI number). Call your carrier to find out about any cancellation fees, outstanding balances on your account, and whether your phone is locked to their network. If it’s locked, begin the process of unlocking it with your carrier, but do not cancel your service at this stage.
  • Step 3 - Back up all the information on your phone—just in case. On an Android, you can use your Google account to sync all your data to the cloud. On an iPhone, use Apple’s built-in iCloud backup service.
  • Step 4 - Call the new carrier to request your new service or simply go online. Verify that they can “port-in” your number from the old carrier. As long as you’re staying local, this shouldn’t be a problem. However, you won’t be able to bring your area code with you if you’ve moved to a different state.
  • Step 5 - Once your new service is up and running, call your old carrier to cancel and request a final bill. 

 

 

Helpful Links:

https://www.xfinity.com/mobile/

https://www.xfinity.com/mobile/support

https://www.xfinity.com/mobile/plan/international

 

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