Upgrading or adding a new phone line should be a seamless experience, especially with promises of easy mobile service. However, for many Comcast mobile customers, including myself, dealing with Comcast Mobile Customer Service to manage devices has turned into a frustrating ordeal. What was once advertised as a stress-free process with low monthly payments has devolved into months of unresolved issues, leaving loyal customers questioning their service and threatening to switch providers.
Initially, as an early adopter of Xfinity Mobile, the experience was as advertised. Upgrading devices with monthly payments was straightforward and convenient. This positive experience, however, took a drastic turn when significant billing discrepancies arose. Despite Xfinity acknowledging an $800 credit due, the resolution involved dissolving the original account and creating a new one. This administrative fix, intended to resolve billing issues, inadvertently created a new set of problems related to device management on the new account. To this day, the promised $800 credit remains unfound, lost somewhere in the transition between accounts.
The consequences of this account change became painfully clear when attempting to upgrade my daughter’s paid-off phone and add a fourth line with a new device. The once simple process of adding lines and upgrading phones with monthly payments was no longer an option. Instead, I was presented with a staggering upfront cost exceeding $2500 to add a single line with a new phone. This abrupt shift in policy and capability is a far cry from the “no stress easy upgrades” that initially attracted customers to Xfinity Mobile.
The most infuriating aspect of this situation is the repeated failure of Comcast mobile customer service to provide any meaningful assistance. Whether in-store, over the phone, or through online chat, the response is consistently the same: “Tier 2 support is working on it.” This vague reassurance has been echoed for over 400 days, with no actual resolution in sight. The latest advice? Wait another 30 days and try again – a suggestion that feels like a cruel joke after over a year of unresolved issues.
This persistent lack of support and inability to manage devices as promised has reached a breaking point. The prospect of waiting indefinitely for “Tier 2 support” to address a known issue is unacceptable. If Comcast mobile customer service cannot resolve this device management problem within the next 30 days, the repercussions will extend beyond just mobile service. The frustration has escalated to the point where I am prepared to terminate not only my three mobile lines but also my home cable and internet services, along with my business account. The hope remains that someone within Comcast, capable of identifying and fixing this persistent issue, will recognize the severity of the situation and take immediate action before losing a long-standing and previously satisfied customer.
