ComcastReviews of xfinitymobile.com

My complete recent experience with Xfinity Mobile was horrific!! (Although it finally had a happy ending!!) My complete experience took approximately 7 weeks from Sept. 4, 2022 - Oct. 22, 2022. During that period I called customer service/support approximately 12-15 times. In total, I spoke to 15-20 agents /representatives. Some of them were basic, some were advanced, some were very high level, and a few were supervisors. In total, I spent so many hours on the phone that I honestly lost count. It may have totaled 12-24 hours. To be honest, the simple problem I was calling about, should have taken 1 phone call and no more than 30 min. Now you understand why I characterized this experience as "horrific". Unfortunately, it is pathetic that appropriately 95% of the customer service agents at Xfinity Mobile lack the technical skills necessary to do their job at the most basic level. Please don't get me wrong. There were all very nice people, very polite, and kept apologizing for whatever errors the previous representatives had executed (or failed to execute?). Sadly, each person was very confident that they would be the one to solve my simple problem. Nothing could be further from the truth. I speculate that simply poor training is the root cause of my horrible experience. I do not believe that any of these people lack the intelligence to do their jobs correctly. I simply feel bad for them that they were trained so poorly, and yet I believe that all of them think (incorrectly) that they are doing a good job. I hold upper level management responsible for my horrific experience, and they should be truly ashamed of themselves. I would go so far as saying that these upper level management people should be fired for perpetuating such an embarrassing level of customer service. I have owned my own business for several decades (as a health care provider) and I can tell you with great certainty that if my employees had functioned at this poor level, I would have gone out of business very quickly. And now the "happy ending"! Finally, after speaking to too many other agents, I was miraculously connected to a literal "genius" (by Xfinity Mobile standards), who was able to solve my very simple problem within a very short time. (Something that should have happened the first time I called, 7 weeks and 15 calls earlier). Whomever this person was, (she) should absolutely be promoted to "Senior VP of Customer Service Operations and Support". Perhaps she could straighten out what has become possibly the worst customer service department of any company in the USA. If an appropriate VP at Xfinity Mobile would like to speak to me directly regarding this review, I would be more than happy to discuss my experience, provided that they genuinely would like to address this serious problem, and are serious about making a complete overhaul of the customer service experience. As many of us know, the Disney Corporation is one of the best examples of a high-level of customer service, something that all companies should strive for. In my case, all I am asking is that Xfinity Mobile operate at a level of approximately 50-75% of that of the Disney Company, rather than at the 1% level, which best describes their present situation.

Such a horrible experience with xfinity customer service.. I am not sure if they are fully trained ..They messed up my account activation badly and I had to spend 20-30 hrs in a week on phone explaining them but still they could not resolve the issue ..In the end I asked for return label of my phone. I see others have also had bad experience and have given 1 star but does not look like it really matters to xfinity folks .. Sad

Do not use this service! I am a 35 year Comcast customer thinking that their mobile group would be no worse than cable and internet. After 4 phone calls totaling over 12 hours trying to activate with Xfinity Mobile and switch from T-Mobile I decided after much frustration to cancel contract. I never got my T-Mobile numbers ported over, fortunately, but I did give them my credit card which was a mistake. Unbelievably, during the cancellation process they told me I had to actually activate the accounts before they deactivated! Hours later, I was told by a supervisor that she had deactivated my accounts through some type of "ghost" cell numbers. Good grief!

If I could give negative rating I would. Xfinity's customer support is abhorrent. My advice is, stay away from this company if at all possible. They have outsourced their customer support to India or the Philippines and the reps give canned responses. If you ask to speak with a supervisor they give you the run around. I recently got scammed by a tech support person, he kept trying to sell me a phone when I was calling for tech support. After I told him I was not in need of a new phone, I received an email that I was being sent a new phone and that I had a second line. I do not need a phone or a second line and on top of that they withdrew $83 from my checking account without my approval or signature. It is fraud if you ask me. Matters got worse when I contacted them and told them to cancel my delivery, they continued to make excuses and said only FED EX could cancel the delivery after they attempt to deliver it 3 times. I called FED EX and they said the sender needs to call to cancel, which Xfinity would not do. I was promised a refund which I have yet to receive and I was also promised a call from a supervisor which never happened.

Changing to Xfinity mobile has been an absolute NIGHTMARE. From activation to billing to tech support they have messed up every single thing. I could not regret my decision to change providers more. Today I spent FOUR HOURS trying to get someone to honor the Xfinity agreement with me ($400 off the phone I ordered). Billing sent me to tech support, who sent me back to billing. And this is not the first runaround in this saga that began as soon as I ordered my phone more than a month ago. Activation took three trips (at 25 miles each way) to the Xfinity store and more than 15 HOURS. There is no excuse for such poor customer service. NONE.

I did my order on August 29 by the phone with the agent, the xfinity agent offered me 2 phones with 2 lines and said she is going to charge me 20 pr 30$ and will refund it back to my original account but then when I agreed to go ahead and get that offer she said to me I will charge you 114$ and don't worry I will refund it back to your account and then to your bank account, anyway I haven't received any refund and called xfinity mobile agents many times but they lied again that I'm going to get it soon until the 14 days of the return period ended and passed then they started ignoring my request for the refund as the first agent said and instead they told me that this was for taxes I understand but why did your agent lied to me and until now no explanation for what happened or even sorry for what happened, stay away from this company their agents lied to me and also their agents are rudest ever and their headquarter agents too are the rudest ever.

I just waited on CS for 1.5 hours being passed back and forth between depts, basically begging not to be put on hold. Geez, xfinity- get a clue. I’m over it

We just traveled to Portugal and before going asked to have the overseas data plan, $10 per day. They didn’t turn it on and because they get to withdraw whatever they want from your checking account, they stole over $700 for their error. We have been trying to speak to someone who can actually correct this and are now in Not Customer Service Pergatory. We get transferred from one person to another, thrown in the queue, text with a robot etc. etc. We are going to have to close our bank account before we get anyone to call us back I suspect. Or our Mobil service will be shut off. I understand the world we live in now is all about companies taking advantage of the customer and bate and switch practices but it doesn’t make the situation palatable when it happens to you.