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user_px4rsq
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Friday, December 8th, 2023 6:18 PM

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I Need Tier 3 Support IMMEDIATELY

I have spent a week trying to activate my four mobile phones that I am transferring over from T-Mobile. I have been on the phone with Xfinity countless times for countless hours, as well as T-Mobile. I have been to the stores of both companies multiple times. I had a tier, 3 support person, helping me who has stopped calling me back. Every time I call, I have to tell my story over and over again, and be transferred over and over again. I am exhausted, I want my phones activated! T-Mobile says there’s no reason they should not port over!

I have currently been sitting on hold for over an hour waiting for a supervisor on one phone, and I’m on another phone starting this process all over again. How do I get in touch with tier 3 support?

Question

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Updated 

4 months ago

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user_px4rsq

2 Messages

1 year ago

Well I got a supervisor on the phone, he claimed he got tier 3 on a Chat, and then left me on hold for 2 1/2 hours. Eventually, the call was dropped. Still no service! What do I do now?

2

XfinityThomasC

Official Employee

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2K Messages

Hello, @user_px4rsq Thank you for reaching out for help with Xfinity Mobile service, via our Xfinity Forums. To receive customer support, you'll want to reach out to our exceptional team of Mobile experts. Support information can be found here: https://www.xfinity.com/mobile/support/article/what-type-of-support-does-xfinity-mobile-offer#:%7E:text=Text%20an%20Xfinity%20Mobile%20Specialist 

You can contact our Xfinity Mobile support center via any of the following methods: 

  • SMS Text Message: 1 (888) 936-4968
  • Phone: 1 (888) 936-4968
  • Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

Thank you for participating in our community. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_8fhm52

1 Message

This is the same low tier - no tier phone number that keeps running you and everyone else in circles. I've never had so much trouble from any other carrier. This has to be the worst, or they've all started doing this which is why they can get away with it.

11 months ago

Warrior4HIM

Visitor

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1 Message

11 months ago

It's probably TMOBILE's fault! I just got off the phone after 2 hours of back and forth-not only with the calls,but the misinformation. I closed my account with them in Nov. because they have the most pitiful service/customer support ever! Yet, on Jan 3rd, they take money out of my bank account unauthorized for a line I didn't have. The woman that I spoke to confirmed the error and promised me a refund. I called yesterday and they denied taking my money, and then when she finally does tell me I am due a refund, nothing. Long story short, not only are they denying having taken my money, in spite of my  speaking with a bank rep on my house phone confirming the pymnt,which the woman confirmed hearing. They also say that I owe for two lines that I know nothing about. As I'm searching for help with this, I see a "I hate TMOBILE" site. Why are still with this fraudulent company? I canceled after a month because the service horrible. But, to stay with them after 2 years of their mess...???

0

0

user_bgq4au

1 Message

6 months ago

Dear Xfinity Customer Support,

I am writing to address a serious issue with my account that requires immediate resolution.

I have discovered that my Xfinity account was renewed for a two-year contract without my knowledge or consent. This is unacceptable and a clear violation of the agreement I had with your company. I specifically agreed to a month-to-month contract when I signed up.

On May 8th, 2024 I explicitly agreed with your representative that my account would be on a month-to-month basis. There was no mention or agreement of a two-year contract. This renewal was unauthorized and constitutes a deceptive business practice.

I demand that my account be immediately reverted to the original month-to-month agreement as discussed and agreed upon. This unauthorized contract must be voided without delay. I expect a written confirmation of this change within 24 hours.

If this issue is not resolved promptly and to my satisfaction, I will have no choice but to escalate this matter. I will file formal complaints with the Federal Trade Commission (FTC), the Better Business Bureau (BBB), and relevant consumer protection agencies. Additionally, I will seek legal advice on pursuing a claim for deceptive practices and breach of contract. Be assured that I will also share my experience on social media and review platforms to warn other customers about Xfinity's practices.

Thank you for your immediate attention to this matter. I expect prompt and appropriate action to resolve this issue. I look forward to your swift response.

1

0

XfinityJeniece

Official Employee

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2.4K Messages

Hey there, user_bgq4au, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to help you with taking a look at your agreement details. We want to ensure you have the right promotion on your account. You have reached the right place!

 

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.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 months ago

0

larry07

New Poster

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2 Messages

6 months ago

If you think you're having problems now...

0

0

user_l80mvx

3 Messages

6 months ago

[Edited: "Solicitation"]. I learned the hard way today. 

(edited)

1

0

XfinityVictor

Official Employee

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892 Messages

 

user_l80mvx Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

6 months ago

0

user_oypb11

1 Message

5 months ago

I have had the absolute worse experience with xfinity mobile. I have also been trying to activate four mobile phones for a week. My phone has been shut off since Saturday and they have no idea why it is not working. Please do not switch over to xfinity mobile, it may seem like your saving money but if your phone stops working it is not worth it. 

4

0

XfinityEricB

Official Employee

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1.7K Messages

 

user_oypb11 That certainly doesn't sound like what we want for our customers. If you are still having trouble with your Mobile service, please let us know. We would like to get a ticket in for you to get you help as soon as possible if you are still having no service on your phones. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

5 months ago

0

user_id2171

4 Messages

I have had a similar issue for over a year now. Xfinity Mobile has still not completely transferred the phone number over from Google Voice. Sometimes my wife gets calls on Xfinity Mobile and sometimes on Google Voice for the same phone number. The issue is now we cannot fully port the number to a different carrier.

I have spent hours and hours trying to get Xfinity to help with no luck so far.

4 months ago

0

XfinityRay

Official Employee

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2.2K Messages

Hi there, user_id2171! Thanks for reaching out about the number you ported in from Google Voice. We are happy to help further! Google has a fee to port a number to a new provider. Did you take care of that back when you were porting the number to Xfinity Mobile? I see in some instances the porting is stopped if that is not paid. After you followed the steps to port the number have you been in contact to disconnect the line from their service so it is just working on Xfinity Mobile? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 months ago

0

user_id2171

4 Messages

I'm not aware of Google charging for porting out a number, but they do charge for porting in a number. I have tried everything contacting both Google Voice and Xfinity Mobile dozens of times. Google Voices says that Xfinity Mobile has not completed the porting over process.

4 months ago

0

user_lynvke

1 Message

4 months ago

That is because most of these so called tech support agents are outsoucres outside of the US and don't really know much.

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