Beware, beware, beware.
My ongoing experience with Xfinity.
My first call to Xfinity to set up service for my daughter went very well. The girl was very nice. It went so well that we even switched her cell service over from Straight Talk.
July 19. My second call to Xfinity was after installation, no flex box. She said that the flex box arrives separately however, they never placed the order for her. She immediately fixed it.
July 24th (ish) We order a new phone from Xfinity Mobile. IPhone 12.
Aug 5th. My 3rd call to Xfinity, it all goes downhill from here. My daughter's new phone keeps rebooting. Tiffany said that it had been dropping apps all week. I wanted the phone replaced. The woman kept saying that I would be charged again. Um no. Ultimately, the woman hung up on me.
Now, when the phone does slightly work, she can no longer text.
Aug 5th. My 4th call to Xfinity. New customer service rep tries to fix the phone. Always referencing the IPhone 8 which is her old phone not the new phone. They said that I could return the phone and they would order a new one so she would not be without a phone. Waiting for a return tag.
Aug 5th. My 5th call to Xfinity. Called to be sure that the last representative put it through properly. Nope. This woman says that the problem is that the new phone is not synced and we have to wait 6 hours and network reset the phone. Oh and turn on airplane mode and then turn it off again.
Aug 6th. The phone still does not work. My 6th call to Xfinity. They continue to troubleshoot. Everyone gives me a different story.. They refer me to warranty.
Aug 6th. Calling Warranty. They do not cover this because it is under manufacturer warranty. They refer me to Apple. Tells me this after being on the phone for over 30 minutes.
Aug 6th. Calling Apple. Apple tests the phone. Does everything possible on their end. Awesome customer service. It is not the phone. It is Xfinity. Apple outright said it.
Aug 6th. My 7th call to Xfinity. Let them know that Apple said that it is their issue. They trouble shoot all of the same things that had been done already. I have to give it a few days for whatever fix he did this time. He promises that he will call and update me.
I gave them the weekend. Aug 10th. My 8th call to Xfinty. At this point, tried to get a supervisor again, they never let me. Now, I am just furious. My daughter has a brand new phone that does not work. They troubleshoot again. Nothing. I want to return the phone and pull the number back to Att. The representative is messaging a supervisor who agrees at this point. They will send me a return label. They will release her number.
Immediately call Att to set up service.
August 14th. Att has a new phone in her hands, fully operational. Att has to call Xfinity to get the number released even after Xfinity gave me the pass code for the number. They still are unable to do things properly. Thank goodness for Att.
August 19th. Xfinity calls me. This should be fun. Trying to upgrade my daughter's service that we just started in July and in July they felt that she had all of the service she needed. Then she proceeds to say let's discuss your mobile service.... wow, bad move. No thank you. (Maybe not worded so gracefully) This call also reinforced that I still have a Xfinity mobile account and I am still being billed.
August 20th. My 9th call to Xfinity. No return label yet. The representative proceeds to tell me about their 14 day return policy. I proceed to tell him that I do not care what mountains he has to move, this phone is coming back. I am told something different every time I call. The return has already been approved by a supervisor. This is crazy. Promises to manually process a return label.
August 23rd. My 10th call to Xfinity. Asked again for a supervisor. He will message a supervisor to return my call.
No return call.
Aug 23rd. My 11th call to Xfinity. Asked for a supervisor again. Nope. First thing she says... so you are trying to return an Iphone 8? NO OH MY GOSH NO!!!!!!! Why can't you guys get this right? Woman says that since a manual return was initiated and it still says pending, she has to escalate it. Still nowhere. Promises that she will call back.
Of course, I have not added detail to each call like the hours that I have spent on the phone, how they cannot even find the Iphone 12, each call they say the Iphone 8. How I feel like exploding every time they say something different or something the same, it does not even matter anymore.
I am in heart failure, my heart functions at 25%. I am not supposed to stress. These people have caused me more stress and anxiety over this than my job or anything else. This is ridiculous.
Here we are... no resolution.
I have now spent hours on the phone with Xfinity only to be nowhere, still being billed of course. I have made Tiffany sit on the the phone with me and them, it has been nothing but a waste of time. Do not use Xfinity mobile. They are absolutely terrible.