ComcastReviews of xfinitymobile.com

Xfinity mobile has provided the worst service I have every experienced. I got a new iphone and Xfinity mobile service one week before a month long international trip. I was assured the phone would work in the country when I landed. That was untrue. After over 13 hours of chat during a 4 day period I was told: 1. I wasn’t on the international plan 2. When they added me to the plan, they said it didn’t work unless I did that when I was in the US 3. They said they couldn’t unlock my phone for 60 days even though I had no balance on my phone. That was their policy so I couldn’t even get an esim. So I had a brand new iphone with no service other than wi-fi for 30 days. I had to buy a separate phone and esim in Spain and use that as a hot spot for my entire time. When I came back to the country, they said go into the store and they could unlock the phone. They lied again. I was repeatedly given incorrect information through the entire episode with no apology, no resolution and no account credit. On day 61 I will be switching back to Verizon AND cancelling my internet with Xfinity. Being a loyal Xfinity internet and cable customer for over 12 years, I expected better treatment.

Tried to upgrade my phone with Xfinity....called the number, got the usual " can't understand what I'm asking person"... went through the whole process for 35 mins only to be told they can't ship the new phone to my second address....it has to be shipped to the address on file....well I have two addresses one in Florida and one in New Hampshire....I'm in NH for the summer.....but they say they can't ship it to me...it has to be sent to my other home in Florida !!! That's not only stupid but it just cost them a mobile customer. I'm canceling my service and going with another carrier that can actually do this simple task. Obviously they are incapable of providing acceptable customer service as I find this to be absurd.

I had an Xfinity Mobile account with two lines—one for my son and one for my mom. I was considering transferring my own phone to Xfinity, so I called customer service to get information and a quote. The representative asked for my phone's information so they could provide an accurate quote. I made it clear twice that I was only requesting information and was not authorizing the transfer of my line at that time. The representative acknowledged this and emailed me the quote. The following month, I discovered that my phone had been added as a third line to my account, and I was charged for it. I immediately called Xfinity Mobile, explained that the line had been added without my authorization, requested that it be removed, and asked to be reimbursed for the charges. I was told both requests would be taken care of. The next month, I was charged again for the same unauthorized third line. This time I contacted customer service through the chat feature. I was told they would remove the line, but they refused to reimburse me because I had not replied to the original email to decline the addition of the line. Their position was that I should have read the email and rejected it. My concern is that I never expected to receive an email requiring me to decline a service that I had clearly stated I did not want. I had specifically told the representative that I was only requesting information and was not authorizing a new line. Customers should not have to opt out of something they never agreed to in the first place. I also asked why the line had not been removed after my first phone call, when I had specifically requested it. I was told the notes from that call did not mention my request. When I asked them to review the call recording, I was informed they could not access the recordings and therefore could not verify what was actually said. After being charged for an unauthorized line for two consecutive months and being unable to get the issue resolved or refunded, I decided to move my service to another mobile provider. This experience left me with serious concerns about Xfinity Mobile's sales practices, account management, and customer service. I hope they improve their processes so other customers do not experience the same situation.

Nightmare Customer Service: Complete Lack of Accountability by Xfinity Mobile and AssurantMy experience with Xfinity Mobile and Assurant has been, without question, the most frustrating customer service ordeal I have ever endured.On July 5, my phone suffered water damage. Because this device is an indispensable tool for my daily work, communication, and banking, I immediately filed an insurance claim with Assurant, expecting a prompt resolution. Due to the urgency of my job, I could not wait indefinitely, so the very next day I spent my own money to purchase a temporary device while waiting for the replacement.After days of silence, I contacted Assurant and was told to wait 3 to 5 business days. I waited, but nothing happened. On the fifth day, a supervisor admitted he had no idea why the claim was stalled, escalated it, and asked for another 3 days. When I called back, agents shockingly claimed they did not even have my phone’s IMEI number on file—an unbelievable excuse considering the damaged phone was a previous replacement device sent to me directly by Assurant. After I manually provided the IMEI, they demanded another 48 hours, only to ultimately deny the claim because the phone "was not insured at the time of the incident."This is where the true nightmare began. Assurant repeatedly blamed Xfinity, stating their records showed no coverage. Xfinity repeatedly confirmed to me that the phone WAS fully insured and promised to contact Assurant. Yet, every time I was transferred back, Assurant repeated the same denial. I have now spent well over 20 hours on the phone repeating this story to countless agents. Every representative tells me something different, departments blame each other, and nobody takes ownership. I even asked Xfinity to stay on the line for a three-way call with Assurant to resolve the data mismatch, but they refused, stating they "couldn't do that." It is unacceptable that two partner companies cannot communicate, forcing the paying customer to act as an exhausted middleman. I even sacrificed my Sunday and canceled family plans to visit an Xfinity retail store, only to find out they have less power to help than the phone agents.The explanations from Assurant constantly changed to justify their incompetence. First, they claimed no insurance existed. Then, they claimed I couldn't file because of a "two-month rule" regarding a previous claim. When asked where this rule was in my policy, Xfinity said Assurant had the policy, and Assurant said Xfinity had it. When I pushed back, an agent admitted my last claim was on May 1, meaning more than two months had already passed anyway.The supervisor then completely changed the story again, claiming the issue was that I had already replaced that specific IMEI before. I pointed out an obvious logical flaw: if Assurant had previously replaced that IMEI, they would have required me to return that device. Therefore, it would be physically impossible for me to still possess that same IMEI today. After a long silence, she admitted they made another mistake, claiming the previous incident was actually just a screen repair, not a replacement. She apologized and asked for another 48 hours.To make matters worse, Assurant's website constantly contradicts their phone staff. The portal shows "Denied" while phone agents insist it is "Under review," and chat agents provide completely different answers.Even if this claim is eventually approved, neither Xfinity nor Assurant can ever give me back the dozens of hours I have wasted, the extreme stress this has caused, the severe work disruptions, or the lost family time. A final approval will not erase or compensate for the endless frustration of being trapped in this loop. Customers pay for insurance for peace of mind. Instead, I paid to receive lies, structural incompetence, and the worst customer service of my life.

I was attempting to initially upgrade from my current device a Samsung Galaxy S22 Ultra to the new Samsung Galaxy S26 Ultra device via the Xfinity Portal, and though they initiated a charge of $142 on my bank account, I never received email confirmation that the order had been created. After a few days, I contacted the 24 Hour Customer Service Department, and spent the next hour on the phone with a representative who ASSURED me that after speaking with him, the order for the Galaxy S26 Ultra was supposedly placed, and $107 was requested for the day. I QUESTIONED why this order was only $107, and the initial online attempted at the purchase had produced a pending charge of $142. His words were "For today the charge is correct", and that my phone would be shipped out in 2 days. Two days later I had still not received an email confirmation from the phone call purchase, and contacted them again. I was told at this time that there was probably an email they sent that went to my SPAM folder stating that identity verification was needed to complete the transaction. Indeed it was there, and while at work, I sent the necessary identification. I then received an email stating that my ordered had been processed, and my phone would be delivered in about 3 days. I needed the phones upgraded and bigger 512 storage and the high performance camera for the work I do in construction. I received notification from FEDEx that the phone would be delivered on Sunday, and it was, EXCEPT, it was the wrong model of the phone. I was sent the Samsung Galaxy S26 phone which though it does have the upgraded storage, DID NOT have the upgraded camera. I literally opened the shipping box, opened the package box with the rip open strip, and recognized that the wrong phone had been sent because of the 3 lens I saw. The Samsung Galaxy S26 Ultra has 5 lens, just like the Samsung Galaxy S22 Ultra I was attempting to upgrade from. I IMMEDIATELY contacted Xfinity via telephone, and got a CSR who despite doing everything she was able to do with her skill level, was unable to get the correct device sent out, or allow me to initiate a return of the device sent in error. I was told it wasn't possible to sent me a return shipping label to send back the wrong device, and for them to send out the correct device to me. The CSR even acknowledged that she saw on the order in the computer that a Samsung Galaxy S26 Ultra was ordered. I waited on the phone on hold for an addition 40 minutes, and decided that as a customer of almost 9 years with a stellar payment history, and loyalty to the brand, I deserved an acceptable remedy to this seemingly very simple fix. I've ordered from companies that don't have half as much reach and ability in an industry such as Xfinity does in telecommunications, and had exchanges on mistaken order completions completed in 24 hours. A return label sent immediately for print out. I decided to just return the device, and drop Xfinity as my carrier, and seek a new one. I'd had enough. I was then told that to get a return shipping label, I had to ACTIVATE the device in my possession and then call for a return shipping label. I declined, knowing that an activation is an acceptance of a device, and it would really be hard to return. I requested to speak to a Supervisor or Manager, and was told that one would not be available for an hour, but that they would call me back by then. I have now sat heer 3 hours, and have yet to receive that call, with a new device that I can't use, and don't want in my possession another day. I will be switching carriers for certain. I could of easily done that initially, and gotten the Samsung Galaxy S26 Ultra I wanted for free as a new customer with another carrier, but I'm a loyalist to a fault. I see that doesn't mean anything to these big companies anymore. I currently have Xfinity internet too, and I will be researching other options in my area for that service also. Stay away from them for certain when it comes to the phone and other device purchases, because the quality of the order fulfillment personnel sounds like it fits right in with the quality of the service you're afforded when THEY mess up your order, and don't seem to want to take it back. The CSR said she could hear that I was stressed, and I corrected her. I don't let anything stress me, but I do have a right to be disappointed at this time. I expected more from Xfinity/Comcast.

This company is the worst business on earth. I haven't been with them since 06/13 and they think that my service was shut off due to lack of payment and i still owed money on the phone i took with me but yet I called them on that phone. It's always a pain in the ass to get thru. I was on the phone for about 4 minutes with a guy till he told me he was from some other department and couldn't do what I wanted. I'll be getting rid of wifi soon so I can be all done.

Worst customer service. After 12 years with T-Mobile Xfinity mobile is only good for their price. You get someone in the Philippines who doesn't understand the system and will keep you on the line for hours saying they're talking to the back office when they're actually chatting with them and don't seem to understand what really needs to be done they send you in circles one person tells you one thing and other person tells you something else one person tells you to go to the store the store tells you you have to call customer service there is no consistency and some of the worst customer service I have seen ever. Went to a Xfinity store to get customer service once they found out that my problem was quite complicated they all ended up going into the back room and then when I asked for a manager they said the manager wasn't in today and there was no one there authorized to help me with what needed to be done. So bad!

I keep going to Xfinity about an issue with my account and everytime I talk to someone they say they can’t resolve it. I’ve been to the store so many times it’s ridiculous. They keep telling me the same thing, I have to constantly repeat myself of my situation it’s been a month now of nothing being resolved. Also, TERRIBLE customer service line you can’t even talk to an agent to help you.