sdo_riga's profile

Visitor

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2 Messages

Saturday, October 26th, 2024 4:11 AM

Unable to upgrade a mobile phone line

I have an unlocked phone that was paid fully at the time of purchase. On 10/18 I tried to place an order to upgrade the phone on the line. The upgrade failed. When I write failed, you have an option to select a line for an upgrade, and Xfinity offers 24 months of payments for the new phone, and the 'upgrade' option is not available for the line.

CS stated I had to remove 2nd phone line, i.e. second line eSIM, from the phone, which I did. The order for the replacement failed again. 

I called CS again.  Super smart agents opened the case CAS2086421 on 10/18.

Today is 10/26 the ticket is with the advanced support, and it will be another 24-48h before nothing happens again. Is the advanced support on a lunar mission it takes so long? What a terrible CS. It's easier and faster to move to number to T-Mobile just to be able to spread iPhone payments over 24 months.

Official Employee

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1.8K Messages

4 months ago

@sdo_riga Welcome to our community forum! Thank you for reaching out so we can figure out what's preventing the order for your new phone. I'm so sorry to hear that you've been waiting for so long to get your iPhone. We're a team of experts dedicated to addressing all your questions and concerns and we'll work alongside you until we reach the best possible resolution :).

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

Visitor

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2 Messages

@XfinityEmilyB , If you were to read my post carefully, you would notice a ticket number. Why do you ask for additional contact besides wasting my time yet again instead of reviewing the existing ticket to find the account and to resolve the issue? I was on 6-8 calls with XFinity  support for 6 hours total; I went to the XFinity service centers twice. So after spending a total of 8 hours with "the team of experts", I just gave up on XFinity Mobile and its "team of experts" and moved to T-Mobile.

(edited)

Official Employee

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2K Messages

 

 

I truly appreciate you taking the time to share this with us. I understand that spending hours on calls, making trips to our service centers, and working with multiple teams was not what you expected. This is far from the experience we strive to provide, and I am deeply sorry to hear about the inconvenience and disappointment caused.

 

Regarding the ticket number you mentioned, we can't provide details in public about certain tickets. In these cases, we will request customers to reach us privately. I’d like to assure you that we are more than willing to revisit and thoroughly review it to understand what went wrong and why your issue wasn’t resolved sooner. While I recognize you’ve already moved on to another provider, I’d still like to take the opportunity to investigate this further to ensure we improve and prevent similar situations in the future.

 

If there’s anything more you’d like to share about your experience, I’m here to listen. Your feedback is incredibly valuable, and I genuinely appreciate the chance to learn from it.

 

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