Unfortunately you're not the only one. Their customer support team says their back end system that handles IMEI to ICCID matching etc is extremely antiquated and requires their tier 3 engineers to manipulate! I've spent at least 10 hours on the issue since last week. The company is a nightmare. It starts with their customer support lines routing calls to their home services division. You can't get to Xfinity mobile until you have a human being transfer the call out of primary Comcast over to them. Then their customer support ticket system creates a new ticket every time you call in, and each time a new ticket is created, your entire account goes to the back of the line of support. Pure insanity. Then each time you call you're told to do the reverse of what the previous representative had you do, the very thing they said would cause problems. 5 days, no texts, no phone calls, no service.
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