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Saturday, October 26th, 2024 8:33 PM

Help with getting a new device

I I already have an existing phone number and account with Xfinity mobile and my phone broke about a month ago but I am still being billed even though I have paid $129 and I was told after that payment I would be able to get another phone or be financed and I made that payment and I still don't have a phone this is another month later in a bill keeps going up on me and I have talked to numerous people and everybody has said something different to me but all of them have lied because nothing has changed and I still don't have a device and I am still being charged the bill goes up every month I was hoping I could get a replacement phone are used phone or something with no more money down because I was told after I made that $129 payment that I would be able to get another phone they didn't say I would have to keep being charged for monthly service and that I would have to pay out for a whole phone without financing it was just a real pain in my [Edited: "Language"] and I still don't have a phone right now and I have no more money to buy one I just need a used phone if Xfinity is giving free phones to people when they sign up or switch over and why can't I get a phone I have been a loyal customer for a long time I paid my bill now the bill is going up again another month and I haven't even been able to use the service I am paying for and I really need help from anybody who could help me please and thank you

Expert

 • 

107.1K Messages

26 days ago

The concern is not "Community Center" help related. Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

Official Employee

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1K Messages

26 days ago

@user_jok4om, thank you for your post! I am sorry to hear about your phone being down. I recently dropped mine in a lake and found myself scrambling. Naturally, my new lock screen says, "Just keep swimming", lol!

Do you currently have the Xfinity Mobile Care (formerly known as the Xfinity Mobile Protection Plan)? 
XMC covers:

  • Accidental damage coverage (for drops, spills, and cracks)
  • Unlimited free screen-only repair for smartphones
  • Unlimited free back-glass repair for eligible smartphones
  • Hardware service (mechanical or electrical failure) after expiration of the manufacturer’s warranty
  • Loss and theft coverage

If you do not have XMC, you will need to pay off the phone and purchase a new one. You can check out Xfinity Rewards to see if we have any discounts for you being a existing customer. We are offering $300 off a Google Pixel on line upgrades. 

Lastly, you can always bring another device over to Xfinity Mobile. Make sure you put the IMEI into our Compatibility Checker first though!

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