Xfinity Mobile Serious Lack of Support
Once again, I have to come to Reddit just to get any visibility or help regarding an issue with Xfinity. Xfinity effectively assisted a scam and is now refusing to take responsibility for it.
Yes, I already know what some people will say: “Sounds like a boomer who got scammed.” Except this did not happen through some random phone call alone. This was reinforced through the official Xfinity app with a live Xfinity support agent. I specifically contacted Xfinity through their app because every phishing/security training says the same thing: verify suspicious activity through an official channel. That is exactly what I did. I fully expected the agent to tell me the calls I was receiving were part of a scam. Instead, the Xfinity agent confirmed it was legitimate and told me to wait for FedEx to deliver the replacement phone.
These are direct quotes from the support transcript:
Agent (05:31 pm): This call was for Apple iPhone 17 Pro Max1TB, Silver
nullnullAgent (05:32 pm): Thank you for your patience, and yes, please wait until you receive the new device.
nullAgent (05:32 pm): And there is no need to worry; it was not a scam call.
nullAgent (05:32 pm): May I know if this is the same device that you have ordered?
nullnullAgent (05:34 pm): There must be a reason that they have asked to get a new device, so I would recommend you to wait for further replacement so you will not face any issues in the activation.
nullAgent (05:36 pm): Let me explain sometime what I have assumed from my experience. Sometimes the wrong device gets delivered to the customers whose phone's IMEI is not registered with the account.
Agent (05:37 pm): There might be a chance that the phone you have received, its IMEI is not registered, and you might face issues in activating it.
nullnullAgent (05:39 pm): For now, I would recommend you to wait because I cannot provide the number of the same agent who has called you, but they will call you for sure. You will receive the new device within 24 hours once the FedEx picks it up.
Because of that reassurance from an official Xfinity support agent, I followed the instructions given to me — and ended up losing the phone to a scam.
For over two weeks now, I’ve contacted Xfinity almost daily trying to resolve this. Apparently only one fraud agent, Olivia Miles, could handle the case. She eventually closed the ticket without ever speaking to me directly. The callback number she provided did not work, and in one voicemail she literally stopped halfway through giving me a callback number.
After getting nowhere with Xfinity, I filed a claim through Xfinity Mobile Care/Assurance. After several more days of back-and-forth, they instructed me to purchase a replacement phone myself and submit the receipt for reimbursement. I bought the replacement phone today through another retailer because, at this point, I do not trust Xfinity with another device purchase. Then I went to a local Xfinity store to activate the phone — only to find out they still would not let me activate it on my wife’s existing line until the Assurance claim process is completely finished.
So right now, Xfinity is essentially holding my wife’s phone number hostage. She has had this number for over a decade, and it has been unusable since this scam started more than two weeks ago. To make matters worse, I had to add a temporary third line just so my wife could be reachable while we’re apart. Of course, that means an additional charge that Xfinity seems perfectly happy to bill me for.
I went into the store today fully expecting to finally remove that temporary line and activate the replacement phone on the original number. Instead, I walked out with even more delays and excuses. I’ve been an Xfinity customer for years whenever service was available in my area, and I’ve always praised their internet service. But this experience has made it clear that Xfinity does not care about its customers when things go wrong.
The most they’ve offered so far is a $59 internet bill credit. Meanwhile, I’m still out a $380 deductible, paying for an unnecessary temporary line, and dealing with weeks of stress and lost time — all because I trusted instructions given to me through Xfinity’s own support system.
Once my devices are paid off, I will be leaving Xfinity Mobile. I’m also encouraging family members to reconsider staying with them, because this company has shown zero accountability and terrible customer service throughout this entire situation.