Xfinity mobile

Hi, I’m an Xfinity Mobile customer and my mobile services are missing from the Xfinity app.

I’ve already chatted with support and did all the troubleshooting (reinstall app, restart phone, reboot modem).

They couldn’t help, and said everything “looks fine” — but I still can’t access my mobile tab or manage my line.

Can you please escalate this to Tier 2 or the engineering team to check if my mobile services are correctly linked to my Xfinity ID and re-provisioned on the backend?

Responses

U

user_v09tm5

Visitor

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1 Message

11 days ago

Same problem, doesn’t have mobile anymore

1

@user_v09tm5 Sorry to hear you're having issues accessing your mobile account through the Xfinity app. Can you try to Open the app and go to billing, scroll to bottom of page and open Xfinity Assistant, Scroll down till you find Xfinity Mobile and tap it. Let me know if this helps.

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

0

U

user_5fzuy2

Visitor

•

2 Messages

11 days ago

Do you know why this is happening??

1

0

XfinityEricB

Official Employee

•

2.3K Messages

user_5fzuy2 Thanks for reaching out with your app concern with your mobile portion. I would be happy to look into what is causing the problem.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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 a reply as the Accepted Answer. tick

Like

Reply

10 days ago

0

U

user_kknecd

Visitor

•

1 Message

11 days ago

Same issue here, first noticed on Wed., June 18, 2025. Mobile-related billing and services are completely absent from the app experience. Please escalate to the highest level. This is a serious failure.

1

XfinityEricB

Official Employee

•

2.3K Messages

user_kknecd Thanks for reaching out about the mobile tap in the app not listing your mobile service at this time. If this is still an issue, please send us a direct message to assist you directly.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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 a reply as the Accepted Answer. tick

Like

Reply

9 days ago

0

U

user_abioyp

Visitor

•

1 Message

11 days ago

Same here and I have had the mobile services since they came out! Not sure what happened and I did all the troubleshooting etc. hopefully this will get resolved soon!

1

0

XfinityThomasB

Official Employee

•

2.1K Messages

user_abioyp

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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 a reply as the Accepted Answer. tick

Like

Reply

9 days ago

0

Plan

user_5fzuy2

Xfinity mobile

user_v09tm5

XfinityQuemekia

user_5fzuy2

XfinityEricB

user_kknecd

XfinityEricB

user_abioyp

XfinityThomasB

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