arabex's profile

New Poster

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2 Messages

Wed, Nov 18, 2020 7:00 AM

Adding more than 5 lines to Xfinity Mobile Account

So, I have been trying to add a 6th line to my account with no success. Tried in person and over the phone and still nobody has been able to help.

 

The site says that for "Existing Customers" you can have up to 10 lines. I was originally told that I had to wait until the first bill showed up. Then to wait 2 more weeks. Now I already got my second bill and I am half way toward my thrid month. Is that enough for being an "existing customer"?

 

I have had Xfinity Internet and Cable for almost 2 years already and credit score is not a problem, so I am not sure what else is needed for being able to add an extra line. I moved to Xfinity Mobile when I was told I was going to be able to transfer all the lines from the previous carrier. 

 

Anyone else having this issue? 

 

Thanks

Responses

New Poster

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2 Messages

7 m ago

So after several transfers to different associates, I was finally told that the error code I am getting in the system is because I need to wait "6 months"!!!! as existing Xfinity Mobile customer in good standing to be able to add more than 5 lines.

 

Glad someone finally gave me a valid answer, but the people at the store that wants to sell lines to get their commission will tell you 1 month is enough. 

 

Wait a few more months I guess

Visitor

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1 Message

You should NOT have to wait even 1 day.  What is their justification for this "wait period".

We have been customers of xfinity for over 10 years.  We just switched 5 of our 7 lines over to xfinity from Verizon and I'm regretting it already.   Even the Verizon agent told me "you'll switch back... everyone else has"  We are left with 2 lines at Verizon at DOUBLE the rate we were paying on each for 7 lines there.   ($60 each now vs $30 we are were paying). 

I'm finding this was a huge mistake to switch. 

BruceW

Gold Problem Solver

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22.4K Messages

7 m ago


@arabex wrote: ... I was finally told that the error code I am getting in the system is because I need to wait "6 months"!!!! ...

https://www.xfinity.com/mobile/support/article/how-to-add-a-line says:

 


... for existing accounts there's a max of 10 lines. The amount you qualify for is based on a credit check.

 

New Poster

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1 Message

7 m ago

Don’t hold your breath waiting, I've been trying to get 10 lines (actually 7 lines) and I've been an xfinity Mobile customer for almost 12 month and still cannot get it.  I've been told by customer service it's based on credit scores but my score is >800 and I still don't qualify.  I don't know of anyone that has more than 5 lines and no one at the xfintity store, nor online customer service, can give me a real answer on how to qualify for more than 5 lines.  I'm starting to think its false advertising.  I've been a comcast/xfinity customer for >20 years.

DaveO3

Problem Solver

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303 Messages

7 m ago

On November 20th XM sent me an email saying that I now qualified for 7 lines. I have been with XM for several years and currently have five lines (two are watches). Maybe it was because I had sent an email to Comcast about  5  versus 10 lines shown on the conflicting and different disclosure statements?

If you have questions about these disclosures, cannot find what you are looking for, or have any other concerns about Xfinity Mobile service, please send your inquiry to bbdisclosures@comcast.net. Comcast will review and promptly respond to all submissions

New Poster

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1 Message

4 m ago

ANyone have a resolution to this issue?   If i would have known i would have never made the switch from Verizon.

New Poster

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1 Message

4 m ago

I joined 2 months ago and have still not been able to add the remaining lines from my previous family plan.  The story keeps changing depending on who I ask.  Some say it's just a credit check issue (my score is 820+), while others say I have to be a customer in good standing (I've been with Comcast for 2 years), and others say it's a 3-month waiting period.  

 

I also would not have joined Xfinity Mobile if I'd known this up front. I don't plan to carry two phone plans indefinitely so if they are unable to resolve in the next month, I'm planning to cancel my service and also file a complaint with BBB for false advertising.

Visitor

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1 Message

2 m ago

Yes. I was told by someone who said they were a second tier help desk that the only time Comcast does a credit check is at the time the mobile account is opened. That sets the number of lines a person qualifies for and then it never changes. 

Visitor

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1 Message

5 d ago

I’ve had the same issue with trying to add a 6th line. I had 10 phones plus 2 devices on my plan with another carrier, and moved 5 over to xfinity mobile, but can’t move any more. 3 different people at xfinity ran my credit, each as a hard inquiry that dinged my credit, at which point I was pretty frustrated and was able to get a complaint escalated and talk to someone who was a bit more helpful. Beyond 5 lines, apparently they have pretty stringent rules but they aren’t very transparent about what they are. I think it is impacted by at least (1) how long you’ve been an xfinity mobile customer, and having a good payment track record. Having other xfinity services like cable or internet doesn’t seem to matter. But, length of service isn’t the only criteria, because I’ve had my mobile plan open for over a year and have never missed a timely payment snd still can’t get a 6th line. (2) credit check, though my credit score is typically around 815, so I don’t think good credit matters if you don’t meet their other criteria. I suspect bad credit would rule you out, but good credit doesn’t seem to help. (3) buying phones on installment plans. I don’t know, but I suspect that buying phones from xfinity on installment plans might be affecting it if they aren’t paid off yet? One customer service rep seemed to indicate this could impact eligibility for additional lines.

After my complaint was “escalated” the answer I got was that they run soft credit checks for preapproval in the background monthly and if I become eligible for additional lines in the future my account would show that eligibility automatically, and I should also get an email from them, so I should just wait and if I’m ever eligible they will notify me. Asking about it usually leads to employees who don’t know any better running useless credit checks that won’t help anything and will just ding your credit, so I’m going to stop asking about adding another line. I suspect that when I pay off the last 11 monthly installments on the phones I bought from them, that might open things up to add another line? If it doesn’t, then I give up.

Visitor

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1 Message

5 d ago

[Edited: "Solicitation"].  [Edited: "Personal Information"] is my email.

I had the same runaround today 6.8.2021 and i have negotiated mvno contracts before and pretty sure that comcast cant afford to give more lines since verizon charges xfinity a per subscriber fee that they can't generate any margin on

(edited)

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