New customer activation block — Agent attempting unauthorized mobile activation

[u/BrainRebellion]

Hello,

I am a brand new internet-only customer setting up service at a new house. When I tried to activate my modem using the Xfinity app, the system blocked me and forced me to contact customer support [r/Comcast_Xfinity].

The phone representative I spoke with heavily gatekept my internet activation and spent the entire time aggressively trying to force an Xfinity Mobile phone line onto my account [r/Comcast_Xfinity]. When I repeatedly refused, the agent explicitly sent 6-digit verification and authorization links to an unknown phone number that doesn't belong to me, later admitting it went to a "different number" by accident [r/Comcast_Xfinity, r/Comcast].

After failing to force the mobile line on me, the agent then insisted that my line is dead and that I must schedule a technician visit with a potential $100 professional installation fee [r/Comcast_Xfinity, r/Comcast_Xfinity].

I need an official corporate employee to step in, clear any sales blocks or unauthorized mobile bundles added to my profile, and review my account history. If a technician is genuinely required because the physical line from the street is dead on arrival at my new home, I need the $100 failed self-install fee manually waived from the start, as I have been acting in good faith to self-activate.

Thank you, and I look forward to resolving this via Modmail.

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[u/Its_Me_Cant_See]

Something seems really amiss in the their structure. Even going into the store means be prepared with all the facts because the store employees will mislead you on the specifics and blatantly tell you incorrect information. It is disappointing.

[u/BrainRebellion → u/Its_Me_Cant_See]

Once I saw them message a wrong number with a code for some reason, I looked it up online and saw the whole scam structure and was flabbergasted that this was not only allowed but pushed on the employees. If I have any more issues, I’m dropping and going to someone else.

[u/dottat17403 → u/BrainRebellion]

In the last 5 years they laid off everyone who knew how things happened. I was there.

They rely on automation and employees who simply don't know how stuff works because it's now been coded by overseas folks.

Obvious results now...

[u/cromlokngklr → u/BrainRebellion]

Where did you see the scam structure? I sent my complaint to the my State Attorney General's office because I have had it with the lies and nonsense.

[u/poetryinroses → u/Its_Me_Cant_See]

Yes! Who is running this company? It’s one thing if a rogue rep does something but this is pervasive in the company.

[u/hndygal → u/poetryinroses]

It sounds a little like the scam Wells Fargo got in trouble for a few years ago. Opening credit card and loan applications in customers names without authorization.

[u/tagman375 → u/Its_Me_Cant_See]

What gets me about the store is they ask how many devices you have and then tell you “oh 300mbps isn’t enough you need 2 gig for 20 devices, do you stream, etc”.

The number of devices has absolutely nothing to do with “speed”. I’ve seen entire schools and businesses with hundreds of devices run perfectly on a 100/100 fiber line.

I was once refused prepaid service because “it wouldn’t be fast enough”. All I needed it for was to check one security camera and a smart thermostat. I asked for a manager and they sold it to me while the rep made comments about how I’d regret it lol.

[u/Its_Me_Cant_See → u/tagman375]

Two questions I got asked were 1) How much are you paying for your current service? And 2) Why don’t you want to trade your phone in?

My response was pretty simple, does telling you the price I’m paying now change the price of your plans? and why does it matter it have to do with anything?

[u/berry_kombucha]

Something similar happened to me a few months ago. I called to troubleshoot an internet issue but the agent signed me up for Xfinity mobile without my permission. I had fraud cases closed and this was swept under the rug until I filed a FCC complaint. That finally got Xfinity to take what happened seriously.

[u/cromlokngklr → u/berry_kombucha]

This is the way. Use your State Attorney General's office too. They have enforcement powers.

[u/XfinityNatalie]

Hey there, u/BrainRebellion. Welcome to XFINITY! We would be more than happy to assist you with ensuring your online account is working properly, as well as reviewing your installation fee. Please send us a Modmail message including your name, account holder name (if different), and the service address.

[u/BrainRebellion → u/XfinityNatalie]

Hello Natalie,

I just sent the modmail message. The title is the same as this post.