Comcast / Xfinity review: Mobile service

Having been displeased with the overall service and customer service, especially, from Xfinity for about two years, I made the decision to switch all of my services to a different provider. I did this while in the process of moving to a new home and selling the house where I was receiving Xfinity services. I should add that I am 71, single, and working full-time as an educator. For anyone on their own that's a lot to be juggling at one time (not to mention house showings sometimes on the spur of the moment).

The new provider had completed Wi-Fi installation at the new home, and I had received their SIM card in the mail by the time I was about ninety percent moved in. (Just for context, at around the same time I received an offer on the house.) On a Thursday afternoon before leaving the classroom, I inserted my new SIM card. To my dismay, I received the error message: "SIM card not supported. Ask Xfinity to unlock your phone." I was stunned — I had no phone service! Rather than panic, I decided to simply stop at the Xfinity store on my way home; surely, they could unlock my phone... I thought. Instead, I was told there was a balance on my device, and within 48 hours after it was paid my device would be unlocked. As I drove home to pay that balance online all I could do was shake my head in frustration over the fact that in the multiple conversations I'd had leading up to my separation from this company not one Xfinity customer service person had suggested I'd had a device balance, or to make such a payment to avoid having my phone locked. Not one! Needless to say, 48 hours had come and gone before I realized on my own that I also had Xfinity devices that needed to be returned (again, never even a hint of a suggestion from any Xfinity personnel). On Sunday, I got to the store shortly after it opened at noon; was handed a receipt for the equipment and was told that I'd receive a code shortly to unlock my phone (no code was ever sent).

Why doesn't the Xfinity "script" include the most decent, the most respectful way to handle a potential ex-customer contemplating switching carriers? To forewarn them that their phone may be locked if 1) there is an outstanding balance and/or if 2) equipment has not been returned.

Instead, Xfinity has chosen the MOST indecent and LEAST respectful way to treat their former customers: lock their phones with zero warnings and let it remain locked indefinitely. As I write this, it's Monday morning, and my phone has now been locked going on 90 hours! This, to me, is a "policy" that borders on criminal behavior. Thank goodness I am extremely healthy and capable; I have family and friends nearby who are aware of this inexcusable situation.

My next very strong and explicit complaint, rest assured, will be with the FCC!