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Re: Xfinity Mobile Activation STILL down

Regular Visitor

Re: Xfinity Mobile Activation STILL down

My wife's is now at day 8 without a phone due to a failed port and my other two phones do not have the personal hotspots configured properly. Tier 2 support has yet to address either of my issues. I am just about running out of patience and figured I would try this forum to see if anyone can help at all. 

Official Employee

Re: Xfinity Mobile Activation STILL down

 

kevlaura, What happened with the port? Were you able to confirm the account information from your previous carrier? 

 

Were tickets created for either issue? 


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Regular Visitor

Re: Xfinity Mobile Activation STILL down

Hey Ken,

 

I called in to activate all three lines last Wednesday. The gentleman that did the porting for me said all three ported fine, after a couple tries, and that the phones would be working shortly. Soon after I noticed that my wife's phone was not working, even though your system says it is. 

 

Over the next couple days, I spent numerous hours on the phone and one rep seemed to think the SIM card was defective. They mailed me a new card that arrived on Tuesday and that didn't work. I then called Mobile Care and the rep noticed phone was showing as active and then also noticed a "pending port". He tried to update the port information and was given an error code that needed Tier 2 support. I knew this was bad news as my Tier 2 ticket for the tethering/hotspot problem had not been addressed in 7 days when they told me 3 days. He assured me that this type of problem would garner a call back with 24 hours. It has now been 48 hours and no call back.  I do not have a ticket number for this one, but I was assured it was submitted.  I even spoke to the port people at Verizon and she saw the phone was activated at 19:45 on 8/30 and then it was deactivated at 19:46 on 8/30.   

 

For the tethering/mobile hotspot issue, ticket was created over a week ago and we are now at day 8 with no ability to toggle the personal hotspot on and no contact from anyone. I do have the ticket number for this one. 

 

kevlaura