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Extremely DISAPPOINTED

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Regular Visitor

Extremely DISAPPOINTED

I joined Xfinity mobile about 3 weeks ago my husband brought his own a Samsung galaxy s9 and has had good service ever since only having no service in our garage. I got the iPhone 11 which I didn’t activate till a week later I was waiting on the screen protector and case to arrive. Since I activated my phone has absolutely no service ANYWHERE! I believed it was just a bad phone and sim together it’s dropped every call and cuts in and out every 2-3 seconds on a call! I tried calling my husband when he was BROKE DOWN on the side of the interstate an hour away from home and I couldn’t get a CALL OUT TO HIM. It wouldn’t call and said please activate WiFi calling. I called Xfinity which took forever finally got some over a two day period she was able to help me being because I was within my 14 day period it took days for her to call back and I was on phone for HOURS for the replacement they ended up doing it as a replacement which I did NOT want but she told me my only option was I received the replacement Monday the 11th at night (days ago) I have a 5 & 3 old daughter and wanted to wait till I had a bit of free time to activate replacement and transfer everything over and START COMPLETELY OVER at about 1-2:00 pm today I opened the new iPhone box which was sealed and the iPhone will not POWER ON! I tried charging it and no charging symbol will pop up or nothing will come up the screen is still BLACK so I got sent another bad phone BUT THIS TIME the new one won’t even POWER ON which I know isn’t Comcast’s fault however it’s not mine it came brand new in the BOX THAT WAY. So I called and the guy said in order to do anything he’d have to talk to someone else which I find crazy but understand he was supposed to call me back 2 HOURS AGO. Now I’ve been on hold an hour trying to call AGAIN & start over again. I have a friend that’s a civil attorney and recommended I file a civil suit to get things taken care of and that may be my ONLY OPTION! I’ve been waiting over an hour again since the guy hasn’t called me back and finally just got someone he told me he’d DEFINITELY send me to the correct team and then it was still the automatic system and said id have to wait another 30-45 minute WAIT TIME!!!! I’m not paying almost $1,000 for a phone that I CAN NOT USE!!!!!! I just read a thing by Tom Karinshak Executive VICE PRESIDENT and chief customer service officer “as a Comcast customer you are priority number one.” That’s obviously not true. I had sprint for 7 years and had the absolute worst service and this has STILL BEEN WORSE! All I want is someone to actually HELP me. Right now if I can’t get a hold of someone I’ll be stuck paying for two phones because I can’t even get them to at the very least send the one that won’t power on back they just sent me not to mention my previous issue is the reason why I NEEDED a replacement!
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Contributor

Re: Extremely DISAPPOINTED

Non an employee but xfinity has been experiencing cellular activation issues recently. I wonder if this goes hand in hand.
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Regular Visitor

Re: Extremely DISAPPOINTED

Honestly if that was the case I’d be okay with that and be okay with waiting it out to see but my husband brought his own Samsung on our On our plan and he hasn’t had a single issue. Just me. 😕