Is the phone in your name and being charged to a credit card with your name on it? If it is then you are a customer. If not then I think Xfinity doesn't consider you a customer.
It seems there is some glitch with the system. On my dashboard, it doesn't show the status of my note 8 order nor does it show any information on the XMobile App. I get the same message on the app dashboard saying "I'm not a customer" when indeed i am and my card has been charged. Try clicking on the billing tab and see if you see any information. That's where it starts to work for me. Let me know if you got it.
You should talk with ComcastKenF via DM. He will be able to solve your problem.
I'm not an expert on DMing so if you can't do it another way go to this thread "The LG X Charge is $1 right now!" and DM him from there and he will help.
Having this same problem since moving my Comcast services to a new address. I am very much an Xfinity Mobile customer and quite happy with it other than this error.
Sent you a PM Ken.
You have to call and talk to someone, if you have an hour or two free. I don't so I tried chat, went through the whole deal, they saide I have to call. So I try the message boards, pm Comcasr Ken, never get a reply. Tried the facebook messenger, they reply 24 hours later, go through the whole deal, they give my a ticket number and tell me it is a known issue and my account just needs synced, but that it will take a couple of weeks. I'm so frustrated with this company I'm about to bolt and go back to my previous carrier.
Apologies for the delay. This is a known issue where some customers who move to a new home do not have that reflected in their XFINITY Mobile account. When you move you are given a new account number and for whatever reason, your XFINITY Mobile service doesn't recognize this change.
If you need assistance with this, you can call our support line or reach out to me to have a ticket created for our Tier 2 team to resolve.
I have exactly the same "not an xfinity mobile customer" issue after moving to a new address. I've talked with several representatives; they knew this issue but no one has idea to solve it... Could you help me to open a ticket or contact the Tier 2 team or whatever way to solve this? Thanks a lot!
I tried to PM but it didn't work? Could you contact me and I will provide my account information.