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BYOD nightmare

Frequent Visitor

BYOD nightmare

I’ve been trying to byod for the past week. I went to the store and they said there computer wouldn’t let them get to the activation page. They said Xfinity would contact me. Nobody ever contacted me.  I’ve called Xfinity three times 2 online chats and three trips to the store, still can’t get any answers.  I can order a phone online but don’t need a phone I want to use mine.  Anybody have any suggestions. Thanks

Official Employee

Re: BYOD nightmare

 

shinpond44, BYOD can only be activated in the store. I recommend trying to visit again. Is your device compatible? You can check here: www.xfinity.com/mobile/byod‎

Frequent Visitor

Re: BYOD nightmare

Yes the problem isn’t my phone. Something is going on with my account. I go in the store and they enter my information into the computer but there seems to be a problem , they tell me someone from Comcast will Be contacting me, so far I haven’t heard from anyone. If I go online myself I can buy a new phone but the store runs into problems. I was hoping someone would contact me to help sort it out. 

Official Employee

Re: BYOD nightmare

 

shinpond44, did they tell you what the problem was or what error they were getting? Did you recently move? 

Frequent Visitor

Re: BYOD nightmare

No they just said someone from Comcast will be getting hold of me to verify information. I’ve lived in the same place for 10 years. My HOA pays the cable bill but I pay for the internet. I’ve always paid on time 

Official Employee

Re: BYOD nightmare

Oh OK. I see. XFINITY Mobile eligibility for accounts that have some part of the service supplemented in rent varies. Do you know if your account is upgrade-able? You must also have a legitimate sub-tenant account under the Master Tenant agreement (with real name, address, SSN, etc.).

 

 

Frequent Visitor

Re: BYOD nightmare

I do have all that, when I go online to xfinity mobile.  I sign into my account and then when I go through the process of buying a phone it asks for my dob and social number. Everything works online just not in the store. I can buy it a new phone online but I don’t need the phone. I just need a SIM card. 

Official Employee

Re: BYOD nightmare

Oh. Hmmm. I see. That is peculiar. I thought it was a general eligibility issue. Do you know if a ticket was opened to investigate this further?

Frequent Visitor

Re: BYOD nightmare

No I don’t believe there is a ticket open I was in the store 3 times 2 online chats and 2 phone calls.  Nobody has been able to help me.  

Most of the people have been nice but it seems like they have no knowledge on this problem   

Frequent Visitor

Re: BYOD nightmare

Ken,

I'm not sure why you seem surprised!  This is the same issue I am having, and the same issue several other people are having in this forum with BYOD.  Obviously there is something wrong in your systems, but Xfinity just keeps putting it off on Verizon, Apple, and whoever else!  I've been trying since the 13th, and you still haven't figured it out!  Tier 2 has missed 3(!) calls that they were now suppose to make to me!!  I still haven't heard from anyone, and Tier 1 just happily keeps opneing my "Closed" or "On Hold" tickets, even though NO ONE EVER CALL ME.

Official Employee

Re: BYOD nightmare

 

jmunzer, not exactly the same as you are not considered a "bulk" customer--If I'm not mistaken. Plus shinpond44's may be more account related than device related like your issue. I'll follow up with you on our thread. 

 

 

 

shinpond44, Was there any mention of activating a ghost line in the store? I've seen similar issues with other forum users and Tier 2 has said that a ghost line is a good place to start so they can troubleshoot. 

 

Frequent Visitor

Re: BYOD nightmare

No mention of ghost line sounded more like a verification problem even though I had my drivers license and ss#. They were never able to get to phone part of their computer screen

Official Employee

Re: BYOD nightmare

 

shinpond44, OK. BYOD can only be established in store. I recommend going back in for them to retry and if not, have them open a ticket to investigate. 

Frequent Visitor

Re: BYOD nightmare

 Ken,

 

Is the Ghost Line a thing or not?  The Store rep told me that his tech support said they are NOT ALLOWED to do that?  I was also told the same thing by Tier 1 last night.

Official Employee

Re: BYOD nightmare

 

jmunzer, the ghost line option was a suggestion given to me from Tier 2. Please leave this thread for the original poster. I can address your concerns on your thread. 

Frequent Visitor

Re: BYOD nightmare

I'm having the same problem. Visited the store a few days ago and before they even looked at my phone, I was told that I was unable to enroll in the BYOD plan.

Frequent Visitor

Re: BYOD nightmare

I'm having the same issue. Went into the store, gave them my birthdate and social security #, was told I was unable to sign up for the BYOD plan. They didn't even look at my phone. This isn't the store's problem, it's a problem with the larger Comcast company.

Official Employee

Re: BYOD nightmare

 

gooeyblob, I've responded to your issue on your post. Please try not to cross post as this is a forums violation. 

 

 

Frequent Visitor

Re: BYOD nightmare

Hi Ken,  I went back into the store today. They still couldn’t help me, but a got a nice agent who took the time to call Xfinity mobile. Long story short is that they couldn’t help me neither. After 40 mins they opened a ticket, so I’ll wait to see if I hear anything.

Official Employee

Re: BYOD nightmare

Hi Ken,  I went back into the store today. They still couldn’t help me, but a got a nice agent who took the time to call Xfinity mobile. Long story short is that they couldn’t help me neither. After 40 mins they opened a ticket, so I’ll wait to see if I hear anything.

shinpond44, cool. If you'd like me to monitor the ticket, just send me a private message with your full name and the phone number associated with your residential account. 

Frequent Visitor

Re: BYOD nightmare

Ken, I just sent you a private message.

Official Employee

Re: BYOD nightmare

Ken, I just sent you a private message.

Got it, thanks. 

 

Frequent Visitor

Re: BYOD nightmare

Follow up, I received a call from xfinity mobile, she wasn’t able to assist me. She didn’t understand why they opened a ticket because she could only help xfinity mobile customers, which I’m trying to become. I don’t know what the next step is. 

Official Employee

Re: BYOD nightmare

 

shinpond44, it looks like the next step is to go into the store have the specialist there reach out to their support. 

Frequent Visitor

Re: BYOD nightmare

I did that, they made the phone call to open the ticket. 

Official Employee

Re: BYOD nightmare

I did that, they made the phone call to open the ticket. 

shinpond44, ok I've responded to your private message.