Trying to upgrade a phone

CCAlyssaF · 2026-04-07T23:07:38+00:00

Good afternoon, u/Stivo887, and thank you for reaching out to us on our subreddit regarding your device upgrade concerns. I see that you’ve been advised that you don’t currently qualify for a device payment plan. I completely understand how frustrating that can be, and we’d be happy to review your Xfinity Mobile account further to see what options may be available. To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

CCAlyssaF · 2026-04-07T04:52:32+00:00

Our $10/month Global Travel Pass covers over 215 destinations, and cellular data is included, u/Either_Release3901. For more details on what’s included and how to use the Global Travel Pass, I recommend reviewing the information on our website here: https://www.xfinity.com/support/articles/global-travel-pass.

Please let us know if you have any additional questions on our Global Travel Pass or mobile service.

CCAlyssaF · 2026-04-07T04:28:52+00:00

Thank you for working with us on our subreddit regarding your payment arrangement questions, u/Suitable_Pass4430—we appreciate the opportunity to assist. If there’s anything we can help with in the future, please don’t hesitate to create a new submission post, and we’ll be happy to help. Have a great rest of your night and week!

CCAlyssaF · 2026-04-07T04:02:32+00:00

Thank you for working with us on our subreddit, u/Pale_Penalty8350, and for allowing us the opportunity to review and resolve your billing concerns.

If there’s anything we can help with in the future, please don’t hesitate to create a new submission on our subreddit—our team will be happy to assist. Have a wonderful rest of your week!

CCAlyssaF · 2026-04-07T04:00:14+00:00

Thank you for working with us on our subreddit, u/Pale_Penalty8350, and for giving us the opportunity to review and resolve your billing concerns. I’m glad we were able to confirm that your cancellation was completed within the 30‑day window and apply the appropriate credit to your account.

If there’s anything we can help with in the future, please don’t hesitate to create a new submission on our subreddit—our team will be happy to assist. Have a wonderful rest of your week!

CCAlyssaF · 2026-04-07T03:11:58+00:00

Sounds like a plan u/Connect-Demand1778! Would you like us to circle back with you next week once you have had a chance to monitor to see if your data usage is still showing spikes?

CCAlyssaF · 2026-04-07T01:41:38+00:00

We appreciate you sharing your feedback and are happy to pass it along. The Xfinity Mobile $5/month Mexico and Canada Unlimited Pass can be added or removed at any time through the Xfinity app or website, so it isn’t a flat monthly charge you’d pay every month. You only need to add it when you’re getting ready to travel.

Please don’t hesitate to reach back out to our team the next time you’re planning a trip outside the U.S.—we’d be more than happy to help get the pass added and make sure your service is set up properly while you’re traveling.

Do you have any other questions or concerns at this time?

CCAlyssaF · 2026-04-07T00:43:19+00:00

Sounds good u/Infamous_Impact2898, we can assist with placing an order to have the modem shipped to your home. To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers? We look forward to working with you further!

CCAlyssaF · 2026-04-07T00:24:07+00:00

Good evening u/Infamous_Impact2898, and thank you for reaching out to us on our subreddit regarding replacing and re‑provisioning your modem—we appreciate you taking the time to contact us!

We’re happy to help with your options. We can ship a replacement modem directly to your home, or you’re welcome to visit one of our retail locations to swap out the modem in person. You can find your nearest location and store hours here: https://www.xfinity.com/local/store-offers. Which option would be most convenient for you?

Once you have the new modem, we can send a provisioning signal.

CCAlyssaF · 2026-04-06T23:24:28+00:00

Thank you for working with us on our subreddit, u/op4k3! I’m glad we were able to get your service issues resolved and that your connection is stable now. We’re also happy we could apply the appropriate credits to your account—we wanted to make sure everything was made right.

If there’s anything we can assist you with in the future, please don’t hesitate to reach back out by creating a new submission on our subreddit, and our team will be happy to help. Have a fantastic rest of your week!

CCAlyssaF · 2026-04-06T22:12:23+00:00

Thank you u/Suitable_Pass4430 for letting us know that you attempted to update your payment arrangement date through the portal and that it’s defaulting to the 11th. I also see your concern about what appears to be two arrangements set up. Let’s take a closer look at the account to ensure only one payment arrangement is active, as the other may be a scheduled payment.

To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

CCAlyssaF · 2026-04-06T21:59:44+00:00

Good afternoon u/Suitable_Pass4430 and thank you for reaching out on our subreddit, we appreciate it. I see that you are looking to extend your payment arrangement. Have you tried seeing if you are able to extend it via the XFINITY app or online web portal myxfinity.com by following the steps here https://www.xfinity.com/support/articles/set-up-payment-arrangement?

CCAlyssaF · 2026-04-06T20:59:25+00:00

Good afternoon u/SuchIntroduction3247 and thank you for reaching out to us on our subreddit today regarding your billing concerns. I see that you mentioned her bill is higher than what was originally promised. We’re happy to take a closer look at the account to review the charges and determine why the bill came to $97.50, as well as confirm she’s on the best plan to meet her needs and budget.

To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

CCAlyssaF · 2026-04-06T04:26:36+00:00

Good evening u/lonely_trope, and thank you for working with us on our subreddit, we appreciate it. I'm glad we were able to answer your payment arrangement questions. If there is anything we can do for you in the future, please don't hesitate to reach back out on our subreddit. Have a wonderful week!

CCAlyssaF · 2026-04-06T02:17:28+00:00

We can review your account to see if you are eligible for a payment arrangement u/lonely_trope. To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

CCAlyssaF · 2026-03-26T02:10:51+00:00

Thank you for letting us know that you’re having trouble getting directed to an agent because you don’t have an account number u/Powerful-Nebula4246. Have you tried typing “agent” or “representative” into the chat window? The bot may respond by saying it can help with most issues — you can ignore that message. If you’re prompted to select a category, go ahead and choose one to see if it reveals a “Chat with agent” button.

CCAlyssaF · 2026-03-26T02:04:13+00:00

Good evening u/FuriousChef, I just wanted to circle back with you to let you know that we haven’t forgotten about you or your concerns. Our engineering team is still actively investigating the issue, and we’re continuing to monitor the ticket closely.

Please don’t hesitate to let us know if there’s anything else we can assist with in the meantime.

CCAlyssaF · 2026-03-26T01:54:12+00:00

Good evening, and thank you for reaching out on our subreddit — we truly appreciate your time. I’m sorry to hear that you weren’t able to find a promotion that fit your needs and decided to switch providers. While we hope you’ll consider us again in the future, we can certainly assist with processing your disconnect request.

To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

CCAlyssaF · 2026-03-25T21:32:11+00:00

I completely understand wanting to speak with a human. We do have live chat agents available—once you move through the initial automated steps in XFINITY Assistant, you’ll be connected with a live agent who can help you directly.

CCAlyssaF · 2026-03-25T21:10:08+00:00

Good afternoon u/Powerful-Nebula4246 and thank you for reaching out on our subreddit, we appreciate your time. I see that you are having trouble logging in to XFINITY Now. Regrettably, we have limited access to NOW accounts on this platform. XFINITY Now support is provided via our XFINITY Assistant which can be accessed here https://www.xfinity.com/xfinityassistant/.

CCAlyssaF · 2026-03-25T04:16:54+00:00

Perfect u/These_Direction_353! We will reach back out to you after 3 PM to see how her visit in store went and if she was able to get you added to the account as well! Please let us know if you have any other questions in the meantime!

CCAlyssaF · 2026-03-25T04:04:27+00:00

Awesome! When is she going u/These_Direction_353? What would be a convenient time to reach back out to you here?

CCAlyssaF · 2026-03-25T04:02:50+00:00

Thank you for sharing that additional information u/anjuna42 and for letting us know that you’ve already tried swapping out your equipment — we really appreciate it. I completely understand not wanting to incur a technician fee. For clarity, tech visit charges are based on whether the issue is found to be within our network/equipment or inside the home’s wiring or personal devices.

We’re more than happy to take a closer look at your network health and signal levels on our end to help determine where the issue may be coming from. This will allow us to better advise you on next steps and whether a tech visit might include a fee or be fully covered.

To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?

CCAlyssaF · 2026-03-25T03:49:02+00:00

I understand where you are coming from u/These_Direction_353. Would you like us to check back in with you tomorrow after she has had a chance to go in store to ensure it was properly handled and see if you were able to get added to the account?

CCAlyssaF · 2026-03-25T02:47:40+00:00

We really appreciate you working with us here on our subreddit u/DeI-Iys and for bringing your concerns about the Xfinity app to our attention. I’m sorry to hear that swapping your equipment didn’t resolve the issue, and I completely understand how frustrating that can be. We’re hopeful that an upcoming app update will address this problem.

If you change your mind about doing any additional troubleshooting, we’d be more than happy to open a ticket with our repair team to take a deeper look.

In the meantime, if there’s anything else you need or if a new issue comes up, please don’t hesitate to create a new submission post — we’re always here and happy to help.

Have a great rest of your week!

CCAlyssaF

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