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VERY FRUSTRATING: Can't upgrade phone due to Xfinity system error

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VERY FRUSTRATING: Can't upgrade phone due to Xfinity system error

I'm eligible for an early upgrade and when i go into the Xfinity store, their system shows that my SSN and birth date are invalid. This is my second upgrade, with no changes to anything on my account.

Going on 3 weeks now. Have escalated to "Tier 3" but no resolution. Phone support says i have to go to the store, the store manager tells me I'll get a call within 24 hours (I didn't), and everyone seems to be pointing at each other, saying "I can't".

Never seen such a ridiculous approach to solving a customer issue. Note that i have 2 properties with Xfinity service, and they have NO PROBLEM taking my money each month. I guess my SSN and birthdate don't matter to THAT department.

I'm at the store for the 6th time, and we are on hold with the department that is going to do a " manual review" to clear me for a purchase.

BTW, i am not doing this on Xfinity credit. I have a perfect credit score, and pay with my credit card. Why do they have to even know my SSN, especially is I've had service for 10+ years? 🤔

All i want to do is buy a new prone.

UPDATE: I've been writing this while waiting for the agent, but now we were just told that person is gone for the weekend.

Great service Comcast!
Frequent Visitor

Re: VERY FRUSTRATING: Can't upgrade phone due to Xfinity system error

it happend to me too. They have the worst customer service in this planet. I'm cancelling my xfinity account that i used for 5 years because they play with your patient. you are not alone

Official Employee

Re: VERY FRUSTRATING: Can't upgrade phone due to Xfinity system error

Hello all,  thank you for reaching out here on our forums. If you still need assistance please create another post and we will gladly help.

 

Thank you


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