I am in the military and I called to inquire about suspending my line due to a overseas deployment. When I called, the person on the other line had no idea what I was talking about and didn’t know how to proceed. It wasn’t until I spoke with the 4th person that I was given proper guidance.
Not only was the customer service terrible, the process of getting a line suspended was a nightmare. I have suspended my line for deployment with all 3 of the big cell carriers and never have I had as much of an issue as I did with Xfinity Mobile. The process is normally pretty painless. The carrier asks you to send your mobilization orders via email and that’s pretty much the end of it. With Xfinity, the process entirely too complicated. Not only was I unable to suspend my line electronically or over the phone, I had to ask my wife to take a physical copy of my orders to an Xfinity Store (because I am not in a location near a Xfinity Store). Even then, the process was long and arduous and the staff had no idea what to do. As of right now, I am On standby until the store figures this out. Quite honestly, it’s pretty offensive that a deploying Soldier has to go through such a terrible process to suspend their line to serve their country. It shows a lack of appreciation and empathy for those who serve their country. I am extremely disappointed with Comcast. As a company that public ally touts their appreciation for the military, it is pretty disgraceful that they make the suspension process easier for a paying customer.
According to the link below, an agent in the store should update your account with your suspension eligibility status. After that, you're supposed to call in to have the service suspended. Do you know if your account was updated in the store?
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