HORRIBLE FAILED SERVICE

Subject: Formal Complaint – Ongoing Failed Calls and Unresolved Xfinity Mobile Service Issues

I am submitting a formal complaint regarding ongoing and unresolved problems with my Xfinity Mobile service. I continue to experience failed calls and unreliable cellular service, which is unacceptable for a service I am paying for and need to be dependable.

I have already contacted Xfinity Mobile regarding this issue and followed the troubleshooting instructions provided, including resetting my network settings. Unfortunately, the failed calls continue, and I have not been provided with a satisfactory resolution.

During my most recent contact with Xfinity, I was informed that because I previously received a credit for an earlier period when I experienced a loss of service, no additional credit would be issued. I do not consider that an acceptable response. The previous credit addressed a previous service disruption. It does not compensate for new and continuing service problems.

I am requesting that Xfinity Mobile:

1. Escalate my case to a higher-level technical or Executive Customer Relations representative who has the authority to resolve this issue.
2. Conduct a thorough investigation into the cause of my repeated failed calls and unreliable mobile service.
3. Provide a permanent resolution rather than requiring me to repeatedly perform the same troubleshooting steps.
4. Review my account for an appropriate credit or adjustment for the periods during which I have paid for service that has not worked reliably.
5. Provide me with a written explanation of the findings, the corrective action being taken, and what Xfinity Mobile will do if the problem continues.

I have made a reasonable effort to resolve this directly with Xfinity Mobile. I should not have to continue paying full price for unreliable service while repeatedly contacting customer support about the same problem.

Please consider this a formal request for escalation and resolution. If Xfinity Mobile is unable or unwilling to provide reliable service and appropriately address these repeated service failures, I am prepared to transfer my mobile service to another carrier and pursue the appropriate consumer complaint channels.

I would appreciate a prompt response and a clear plan for resolving this matter permanently.

Hi @user_9rez93,

Thank you for taking the time to detail your experience and provide additional context. Cellular connectivity has become quite the staple in our lives for many reasons, and we will do all that we can to make sure further headway is made on your concerns. To get started, please send our team a direct message with our full name and service address. 

How to Send Us a Direct Message:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon.

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  A "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.
 

How to: Direct messaging within the forum | Xfinity Community Forum