Visitor

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2 Messages

Monday, September 22nd, 2025

Follow up with issue that has been elevated

I had a mobile service for less than a day, and the phone was defective; the account was suspended the same day.  I believe I am entitled to the offer of a free line under these circumstances. I talked with an agent last week, and she was going to elevate my case to another level of support, but I haven't heard back yet.

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Official Employee

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2.4K Messages

15 days ago

 

user_6av9l6 I'm sorry to hear about the trouble you've had with your mobile service and the defective phone. That sounds incredibly frustrating, especially with the account suspension and the lack of a follow-up. I'd be happy to look into this for you.

To get started, please send me a direct message with your full name and service address. Once I have that information, I can access your account and check the status of the case that was opened last week.

 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

Visitor

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2 Messages

15 days ago

It was resolved today. Thanks

Official Employee

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2.5K Messages

Great, @user_6av9l6 I'm happy to hear that your issue was resolved. While I have you here, I would like to take a look at your account and see if there is any opportunity to help you save on your monthly billing statement. If you like you can DM me your full first and last name along with your full service address.-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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