Would love to know if you ever get your issues resolved. I had a very similar horrible customer service experience(s) over the last few days. The agents never seems to be able to get beyond the level 1 script. I too got the "bad credit score" line which is impossible. During the last call, I insisted on speaking to a supervisor and after asking many times, finally got to a supposed floor manager who repeated all the same nonsense. I again insisted on speaking to his boss, and was eventually connected with someone I suspect was posing as supervisor who also was no help at all. This last guy claimed to have opened a support ticket and said I'd get a call back within 7-days - ridiculous! I have a feeling he just made up a ticket number to get me off the line since he also said there is no way for me to check on the status of the ticket. What a clown show. The saddest part about it is that I've actually been super happy with the actual mobile network performance. - too bad the customer service is so horrible.
You can read my entire sad story here: https://forums.xfinity.com/t5/Xfinity-Mobile/Criteria-for-adding-a-5th-line-to-Xfinity-Mobile/td-p/3338025
By the way are there actual Xfinity moderators on this forum who might be able to help?
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I am a 25+ year Comcast internet and cable customer and have been with Xfinity Mobile since September 2019. During this entire time, I have never had even a single late payment. I have a credit score of 835 that has never been less than 825. I have a family of 5 and have slowly been moving lines to XM as the lines came off of contract at Verizon. Of the 4 lines I have currently on XM, only 2 lines are on phone payment plans, the others were paid in full. I am trying to bring over the last line as a BYOD and I am being denied despite advertisements that state you can have up to 5 lines.
I've called support multiple times to understand why I'm being denied and never get a better explanation than "the system says you are at your limit of lines." This answer is not acceptable to me as I believe they would be hard pressed to find a customer with a better credit score and payment history.
The idea that nobody can give me a rational explanation for why I'm being denied is beyond frustrating. The fact that I can't get anyone there to escalate the issue to someone with 1/2 a brain and capable of rational thought is infuriating
If I can't add this 5th line soon, I will gladly pay off my two devices and head right back over to Verizon.
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