Community Forum

Need actual support

NY7737
Frequent Visitor

Need actual support

I recently purchased the Samsung Galaxy Note20 Ultra 5G to replace the LG Stylo 4 on my account.

I had talked to a person at xfinity who assured me that I would be able to use Note20 as my new phone, and add a new line for my old Stylo4. (they lied to me here)

After activating my phone, i noticed I was unable to upgrade to the 5G plan. It kept telling me there was an inactive line on my account. My account at the time was and is still showing my LG Stylo4 as my main phone with my number, and the Note20 Ultra with remaining payments.

I chatted with support and they said they'll made the changes i desire and it'll take 20 minutes for it to show any changes. I waited till today and saw no changes.

I contacted support again, they then told me that I can't use my Stylo4 for a new line since it was being replaced by my Note20 Ultra.

I decided to bite the bullet on that one, figured i can just get another phone for a 2nd line.

I asked if they could remove the stylo 4 from my account and change my note20 ultra to the main line. They said they could do this. After waiting for about half an hour, the support person abandoned chat.

I tried again through chat, and they left chat while not addressing the problem again.

I then decided to call the support line.

After getting transfered 3 different times, I was told that they would be able to do what I asked for.

They put me on hold, and then after a few minutes they hung up on me and I was added to another waiting list with an estimated time of over an hour.

This is unacceptable support.

First they leave three times while not helping me at all, and they lied to me about being able to use my old phone.

My account still has my Stylo4 listed as my main phone with my number, and the Note20 Ultra is just listed as payments remaining.

Does anyone have any idea of what i can do to get this fixed?

 

NY7737
Frequent Visitor

Re: Need actual support

So I tried asking for help again with my account yesterday and earlier today.
Still the same thing. The person I'm chatting with, or on the phone with just leaves and puts me back in queue.

Am I supposed to give up on getting the 5G service then since i can't remove the stylo4 from my account?

NY7737
Frequent Visitor

Re: Need actual support

bump, still looking for answers.

still having the same issues with support as well....

NY7737
Frequent Visitor

Re: Need actual support

a month later and still the same thing happening.

support puts me on hold for an hour and a half. then hangs up/drops the call.

worst support ever 👎👎 👎👎 👎👎 👎👎 👎👎 👎👎 👎👎 👎👎