I would like to know when it would come to Apple TV as well. It would be nice. Also, they already have an app for the ipad and iphone so I can't see why it would be difficult to negotiate a deal for Apple TV. From my perspective AND for some reason, this does not seem to be a priority for Comcast/xfinity. It would be nice if that changed.
... View more
The Kafkaesque nightmare continues it seems. I have fallen into some sort of in-store “fraud flag” nightmare that no one seems to be able to fix or even explain to me. The illogic of being able to get service and credit via phone sales but not in the store (when I want no credit at all) baffles me and should trouble higher-ups at Comcast.
Your procedures seem to fly in the face of and insult sound logic and good sense. It should not be this difficult to establish service.
... View more
I have been an Xfinity Internet customer for about 4 years at this address and before that I was a customer since 2005 when I arrived in Chicago. I recently received an email telling me that I could bring my own device to Xfinity Mobile so I decided to give it a try and bring my UNLOCKED iPhone 6s (T-Mobile) with me. I called up and was told that I had to go into the store. I trudged into the store in the snow two Sundays ago. The woman typed in my internet account number and up popped a message that said something to the effect of "the customer is unable to bring his own device to the service." They instructed me to go home and get online and order service. But before I left they called Xfinity Mobile (XM) on the phone. The person on the phone told her that I needed to go through some sort of security check and they would have someone call me on a Wednesday at 8 pm to ask me questions (such as "did you live in x address on x date" that sort of thing). I said ok and went home with a case number that referred to the issue. Wednesday rolls around and no one has called. I call later and am told that someone had summarily closed my case number and wrote in the notes something like "customer has a too high fraud score." This perplexed me. The customer service rep told me to call the security area. I call over there and they tell me that they can't help me. In fact, they can't even see the case number. They tell me to call back over to XM customer service (XMCS). I call back over to XMCS who tells me that they can’t do anything and I should call back over to the security people. I call the security people and they tell again me that they can't help and that I should call over to the people in XMCS but this time escalate the call. I do this and the woman takes my information and writes up a new ticket and escalates it to the 2nd tier support. She tells me that they will call me back in the next day (Thursday). The next day rolls around and no one calls. I also write the people in the store who tell me that they can’t do anything and I have to wait for the 2 nd tier support to get back to me. I keep my cool and wait. By Sunday no one has called and so I call XMCS. I give them the 2nd level ticket number and they tell me that someone has closed the ticket and that there is nothing that they can do. SO this is 2 times that tickets were summarily closed without anyone bothering to call me. I am wondering what is going on. They tell me to call over to security and security tells me that they can do nothing the tell me to go back to XMCS who tells me that they can do nothing. They tell me to call over to security and get a supervisor. I call over and ask to be sent to a supervisor (by the way you seem to have to get upset to get a supervisor) who looks at the problem. He calls some second level security team who tells him to transfer me over to some XM sales area for help. I go there and get a supervisor who looks at the tickets and can’t really tell what is going on. She told me that it looks as if the tickets weren’t even closed because there are supposed to be reasons in the notes why tickets are closed. She checks and sees that if I wanted to she could open new service for me with up to 5 lines and 5 phones that I could pay off in an installment plan. Let’s stop for a moment and reassess: I can’t seem to transfer my own device because my “security rating” is too high (something that this customer service rep had never heard of) BUT I can open NEW service with, say, 5 brand new iPhone X devices and be granted something like $5,500+ worth of credit to do so. This makes no sense. IN any event, she can’t help me because bring your own device can only be done in store. She tells me that I should go to another store (not the first time I am told this) but I decide to go back to the same store because I should not have to go to another store to get this simple thing done. I arrive at the store on a Monday (8 days after I go into the store the first time). I give them my Xfinity Internet account number and the first thing that pops up (just as it did the last time) is the same message saying that I can’t bring my own phone and that I should go home and log into the computer and begin the process of getting service. So basically, I am being told that I have to buy a new phone to establish service even though I am bringing a perfectly good and usable unlocked phone (I bought it directly from apple unlocked). They call XMCS on the phone from the store and they are told that nothing can be done. They can’t do anything in the store. The people on the phone can’t do anything. No one can tell me why I can’t seem to bring my phone to establish service. NO ONE CAN DO A THING UNLESS I SPEND MONEY AND BUY A NEW PHONE.
I feel as if I am in a Kafka novel!
As I told them in the store, it should not be this difficult to establish service.
... View more