Visitor
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4 Messages
IDENTITY VERIFICATION FAILS YET AGAIN.
In 2023 I added 2 mobile lines to my Xfinity account for myself and my wife. The verification process was horrendous. As soon as they attempt verification the "3 questions" don't pop up and the order is immediately cancelled. Told me to contact the credit bureau, which also led nowhere as they said nothing was amiss. Somehow customer service was able to push it through and we got our phones within a few days.
Today in 2025, I am attempting to add another phone line for my daughter. Again, have to "verify my identity", as if 2 phone lines currently wasn't enough. Once again, the 3 questions don't pop up, and the order is immediately cancelled. It's beyond frustrating at this point trying to jump through an impossible hoop. I need actual help because the supervisor told me to wait for an email that never came. The supervisor on the phone never picked up after being on hold for 35 minutes.
Thank you for your time.
XfinityJeff
Official Employee
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140 Messages
14 hours ago
Good morning @hammyhop50, and thanks for posting your question to the Xfinity Forums, I hope you are having a good day. I am sorry to hear about the issue with the Xfinity mobile phone order, sometimes additional information is required to verify your identity to ensure that no one is purchasing devices or services on their behalf without permission. You have reached the right team that can take a look into this for you and see why the process is not working. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• 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, please add your full name and address
• Press Enter to send it
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