For over fourteen years, I was a loyal Verizon customer. Like many, I had grown accustomed to their services and network. Initially, my plan was manageable – the “Small 2gig” plan at $35 a month. However, with taxes and fees, this would typically round up to approximately $60 monthly. Occasionally exceeding my data limit, I utilized their “boost” option, adding 1 gig for $15 when needed. However, as Verizon shifted its focus exclusively to unlimited plans, starting at a significantly higher $75 per month, the projected monthly bill for me would surge past $100. This price jump made staying with Verizon untenable for my needs and budget.
Last month, while camping, I experienced a common scenario – running out of data. I purchased the data “boost,” expecting a return to normal speeds. Instead, my internet speed remained frustratingly slow, feeling throttled. Initially, I questioned if this was due to a weak signal in the remote location. However, after multiple calls to Verizon customer service, a recurring theme emerged. Despite my account clearly showing the purchased data boost, representatives repeatedly tried to steer me towards the more expensive unlimited plans. No one within Verizon customer service seemed capable of “unlocking” the throttle, leaving me stuck until the end of my billing cycle. Effectively, the $15 boost purchase was for naught, a frustrating encounter with My Verizon Customer Service.
Facing these issues and armed with an already purchased unlocked phone, I began exploring alternative mobile providers. My existing reliable Comcast internet service made Xfinity Mobile, powered by the Verizon network, an intriguing option. Notably, Comcast, unlike Verizon and T-Mobile, offers the flexibility to use your own router and modem, crucial for my existing home network setup. Neither Verizon nor T-Mobile allow disabling their built-in routers (bridge mode), rendering their devices less suitable for my needs.
My visit to the Xfinity store presented a promising picture. I was quoted $40 per month for a single unlimited line, with the total monthly bill, including taxes, estimated to be around $43. The $25 activation fee was also disclosed upfront, which I found reasonable and appreciated the transparency. Only time would tell if these figures held true, but the initial offer was significantly more appealing than Verizon’s increasingly costly plans.
Just two days after activating my Xfinity Mobile service – barely a week into this new mobile chapter – I encountered a disruptive issue: I couldn’t make calls. A perplexing message, “The number you are calling has restrictions…,” halted every call attempt. Searching online, I discovered others had reported similar problems. Resolving this required a frustrating investment of several hours attempting to navigate Xfinity Mobile’s customer service channels. The online assistant proved utterly unhelpful, leading me in circles. Twice, I was transferred to live chat agents, yet neither could rectify the calling issue. Eventually, locating a support phone number online, I opted for a direct call. While I reached a live representative, their heavy accent made communication slightly challenging. The call still extended to an hour and a half, but finally, they implemented changes to my network settings on their end, and the calling problem was resolved. Testing the service the following morning confirmed that calls were functioning correctly.
Hopefully, this calling incident will be an isolated event. So far, in terms of coverage and internet speed, Xfinity Mobile has matched Verizon’s performance. If issues remain infrequent and the promised cost savings materialize, I anticipate being satisfied with Xfinity Mobile.
A key factor in this transition was my proactive decision to purchase an unlocked phone. Capitalizing on Best Buy’s Black Friday deals the previous year, I acquired a Samsung Galaxy A54 for $260. A crucial feature for me is having an SD card slot, and the A54 was one of the dwindling models still offering this. While categorized as a lower-end phone, it perfectly meets my everyday mobile needs. Furthermore, owning an unlocked phone provides the valuable option to easily switch providers again if Xfinity Mobile ultimately proves unsatisfactory. This experience underscores the importance of understanding your options beyond just sticking with a long-term provider like Verizon, especially when considering “my verizon customer service” and evolving plan structures.
