Visitor
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2 Messages
Complaint Regarding Unreasonable Service Denial by Xfinity Mobile
I am filing a complaint against Xfinity Mobile regarding an unreasonable denial of mobile service, despite my account being active and fully paid for.
I have an active mobile service with Xfinity Mobile, paid monthly on a prepaid basis along with a device installment plan. My primary phone recently stopped working and needs to be sent for repair.
When I contacted Xfinity Mobile customer support to request that my paid mobile service be temporarily activated on a backup phone during the repair period, I was told that this is not allowed. Instead, Xfinity Mobile presented me with only two options:
Open a brand-new mobile line and pay for an additional monthly service, even though I have already paid for my existing active line; or
Pay off the remaining installment balance on my current phone in full before they will allow me to use the SIM/eSIM on another device.
Both options are unreasonable and financially burdensome. I am already paying for service that I cannot use simply because my device is being repaired. Xfinity Mobile is denying me access to the service I prepaid for and is refusing to allow temporary use on a backup device. As a result, I currently have no mobile service, which has caused significant disruption to my work, communication with my employer, and personal communication with family and friends.
This situation is unacceptable and could impact any customer whose phone malfunctions. A carrier should not require opening a new line or forcing an early payoff of a device installment just to continue using the mobile service that the customer has already paid for.
I contacted Xfinity Mobile Support both online and in-store with no success. This is my final attempt to resolve the issue before I file an official complaint with the FCC if a proper solution is not provided.
XfinityAldrik
Official Employee
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2.3K Messages
1 day ago
Thank you for reaching out to us @user_8i8rvl! I personally need my phone working at all times as I have multiple family members who depend on me for emergencies.
Could you please send our team a direct message with your full name, full address, email address, a phone number you can be reached at, and the phone number of the device needing to be repaired? Our team would love to take a further look! To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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user_8i8rvl
Visitor
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2 Messages
22 hours ago
I sent a direct message, but the response has been painfully slow to nonexistent. I’m extremely frustrated with Xfinity, so I’ve gone ahead and submitted a formal complaint to the FCC.
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