Experience

Two years ago, I needed to switch my service to another carrier while my child was in an area with no service. I was dissatisfied with the service and was pleased to return to Xfinity as soon as possible. However, transitioning the service was extremely challenging and resulted in significant complications. 

While each representative I interacted with was courteous and made efforts to assist, I am very disappointed with the overall experience. I arranged for internet and two mobile lines, bringing two devices and two current phone numbers. Upon initial activation, my daughter's phone did not have a phone number assigned, whereas mine had both numbers. Several hours later, my daughter was assigned a new number, and I was assured that my original number was embedded in my device, which was not the case.

Unfortunately, during the night, my son was involved in an emergency, and due to the number change without my consent, he was unable to reach me. This situation was extremely distressing and could have had serious consequences. 

I understand that errors can occur, but this was unacceptable. I cannot jeopardize my children's safety again, and as a result, I am considering switching to a different provider. I also plan to share my experience with other parents who are seeking reliable service. 

This process cost me valuable time and compromised my family’s safety—please improve your procedures, Xfinity.