Finally got an agent to add a SIM card to my account and restored my services to a workingcindition and can now at least receive voicmails but with no access or way to change my greetings to notify my callers of my disappearance to society because I have been stuck home making calls and running to Xfinity trying get my phone insurance claim handled. So yeah 2 stuck orders in the account needed to be taken off and the iPhone error was reason for the suspension but now just need a device . So yes we did get the account in order the SIM card added to the account but not paired with a device and I didn’t have to get internet turned back on and my iPhone8 I bought ($150.00) still shows up as being able to work with Xfinity because there imei checker said it would and I tried all night to get it activated I think I might be one step closer to actually being able to get everything up and running and back to somewhat normal phone plan and working device in order. Tomorrow we’ll today as it’s 5Am est I’m going to dined the store trying to get all the promised this will work manager recommendation to come through and have a working phone and service I payed for and still not able to change my plan as I have now not used the thus account in almost a month but hey I’m sure they can figure out how to send me a bill. But yes a new sim and promised a dufferent phone in in an exsustung account is almost a possible chance as I think the new SIM card is already showing up on my account and the version error message people received if they called us gone and they can now leave voicemails that I cannot listen to because I have no device linked to the account other then the broken galaxy s9+ that is still showing in my account but today might be the day and I will keep this post updated after every agent I Speak with to make it a little easier then explaining my story angry and p1ssed off and tired as it 5:33 am and back at it again tomorrow .hopefully get it done Then I will have to contact find Joe in tear 2 that helped and promised me the world and see what is going to offer me for the confusion and now day 26 of pure hel1 and misery with promises of 24 hour replacement. Can’t see strait good night and ...To be continued again...
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I’m in the almost same situation and have been an issue since <br>September 18 (25 days ago) it started with an insurance claim when I dropped my phone and the screen smashed and I went to file the claim and has been all downhill since then. First off I had to wait for Assurance to finally make me an offer after they could not find a replacement device for my galaxy S9+ I think almost 2 weeks go by and finally came to agreement on a settlement offer for some money they still have not sent me. So here I am 25 days in a claim still no money or a working account with an active phone tied to my paid account and this is after having this account 3 years with a $14 a month (advertising a 24 hour replacement) protection plan and never a late payment. Before I even excepted the offer I had Called multiple times to both Xfinity mobile and Assurance to help find a solution to having submitted a claim and not having a device to use with my account and have been directed to many many many different agents managers and supervisors and sent to the closet retail store to then have to wait in line 4 hours to be told they had no idea why I was there or who sent me and still couldn’t get someone there to explain the confusion on why I had no phone to be activated on this account as the system said I had a galaxy s9+<br> (broke) on my account only 1 option to resolve it was to have the broken s9+ and SIM card assigned to this broken device with the sim still in it that has already been shipped to the insurance company they do business with. If this was the case and if I had been told by the now more then a dozen agents including managers supervisors both tear 1 and tear 2 and even had the managers or tear 1 and tear 2 talk with me and a 3rd party call to assurance managers to try and resolve the issue of me now having a paid account with no device and no way to replace my device and even if I did replace my device they say I couldn’t add that device to my account because I dropped internet over 2 years ago and needed internet to open a new line that was never explained to me before it even after the fact that I had now already excepted the offer that Assurance made me to receive a payment for my owned bought and paid for through Xfinity and was unlock ready device or I would have never excepted the offer to be bought out off if I had known I couldn’t get an other device added to my account I had payed and insured to keep , I would have just had the broke S9+ repaired. So now 25 days in I have already had to cancel a flight that they knew I was trying to catch 5 days after the claim was submitted and I already purchased an used iPhone 8 to he added to the account to try and use while I waited for the broke s9+ To be replaced. The iPhone 8 passed the imei check “ Boyd “ bring your on device and phone compatible checker on the website but no option to add it and by trying to do something that any body with a broken phone does and that’s insert the sim in and call Xfinity to see if you can have this IPhone to use while my replacement arrives to be told I’m not allowed to do this and it suspended my account and had to now go through a series of events and over 20+ hours of calls to be transferred Back and forth to wrong departments and mind you I had to give each agent my account info and wait on hold Before each transfer. Now at this point I’m so beyond myself to even try to explain to an other agent why I’m in the phone with them. Finally while now after talking with many tear 2 supervisors whom told me to reach out to Assurance and see if I could get my broke s9+ And the inserted SIM card returned Back to me lol, I assured them that Assurence wouldn’t do so but I gave the supervisors the benefit Of the doubt to no avail the hassle assurance gave me after trying for almost 2 hours explaining the situation and of coarse the answer is no the device is now property of Assurance and will not be sending it or my sim back but hey I already knew this. So ok here we go with the adding a new sim card to my account and trying to get get a device ,SIM card and my account all in good standings as I have now done everything asked of me on my end and many many hours into this advertised (24 hours replacement) a 4 hour trip to Xfinity store with no reason on why I was sent there and no apology or any forgiveness for all the confusion , I finally get an agent on the phone (tear 2) to assist me in offers to help me out . We went in about everything going on and agreed with me on everything and has now gotten permission from tear 3 advanced solutions or something if that sort permission to do whatever it takes and compensate me what ever he sees fit and promised me a fix to this and he offered me credit and. Help getting a new phone and promised me everything even paying my bills and buying me a new car ( not really) but assured me he was there to help and had the authority and permission from his higher up to take care of this situation and he had to go because his time was up but would call me back and he did he called back to touch base and told me I needed internet on my account in order to add a new line and make arrangement to get that all set up and he would call me back and offer me deals on a new device and credits to my account after internet was set back up but I never heard back from him and I did however talk to a few more dozen agents at this point told a few work arounds but that was now over a week ago and still trying figure everything out. .. going to post this un-edited version before my cra ppy (*correction had to edit 1 word) as can’t say ( cr*ppy) Xfinity WiFi hotspot goes out and I have to type this all over again on this outdated non active android device .. to be continued..
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