Service has always been horrible for me and others I know - internet, xfinity mobile, and for ALL methods of communication - multiple stores, online chats, phone calls. Sheer incompetence everywhere, extra charges, given wrong information many times, not gotten a SIM card I requested for new service, not had my service transferred to another account holder despite filling out all the forms in-person in the store. I have had ~ 15-20 separate interactions in the past year. I think you got lucky not having any issues before.
grfx, sorry to hear about your experience so far. Have you gotten any resolution since?