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jahqwaun
1st Topic

Visitor

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4 Messages

09/29/2026 4:28 PM

I have an issue getting in touch with a live supervisor in the mobile department for contract reinstatement!

I have experienced job loss; I am now able to pay my phone bill. My contract for my iPhone experienced a forced buyout. I was told it was sent to collections they transferred me to collections with a number. The number is invalid and my account is not in collections. I called back numerous times and numerous cases to get in touch with a supervisor over the phone. I just want to have my contract reinstated and service reinstated and continue the regular monthly payments that I previously had on this account. Can anyone please help me?

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10 days ago

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XfinityMartyR

Official Employee

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3.8K Messages

16 days ago

 

jahqwaun We appreciate you reaching out to us over our Community Forums. We can understand how a job loss can impact life. Unfortunately, once a device payment agreement is accelerated or bought out due to an account status change, reinstatement eligibility can vary. Have you tried contacting the Xfinity Mobile Team directly to have this investagated? 

 

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jahqwaun

Visitor

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4 Messages

Hello, yes I have for more than 3 months. Numerous calls no call backs. I have it recorded that a representative promised they would be able to reinstate it. I as transferred to collections they don’t have my file. I’ve wasted numerous hours trying not I resolve this. I’ve made multiple payments towards my iPad and iPhone accelerated payment. Every call I hear different answers. I have had numerous requests for supervisors or managers they never transfer only open a case file and quickly closes and denies it. I’ve been promised it can be resolved and still nothing. I would like to even add another line however due to this issue I can’t until this issue is resolved. Can you please assist me?

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12 days ago

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jahqwaun

Visitor

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4 Messages

@XfinityMartyR​ hey I have responded above.

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11 days ago

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XfinityRaf

Official Employee

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1.6K Messages

Good afternoon @jahqwaun. If you could send our team a direct message with your full name and full address, we can take a look at your account and open up a ticket for you.
 

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new conversation"

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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
 

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 as Best Answer.tick

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10 days ago

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jahqwaun

Visitor

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4 Messages

@XfinityRaf​ Ok, I have just sent them a direct message thank you for your help!

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10 days ago

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