u/splainfish

It's astounding In this day and age, how difficult Xfinity is to work with on some basic things. I was trying to close down an account for my deceased mother. Here are the three things that were fun to do.

1. I tried porting her number so we could keep it in case we got calls from places like her insurance company or Medicare, et cetera, in the future. I am the trustee for the account. I called six different times to try to get them to port the number successfully, and it kept failing. And every single time somebody had a different idea, it never did work.
2. So then I asked someone if I could just close everything down but the voice line and leave that active and I would just use the mailbox. They said that would work fine, so I did and I returned all the equipment. Unfortunately, then the people who took the equipment decided that meant the entire account gets shut down, not just the equipment return, and so they cancel the entire account. And I lost the number.
3. Later I got a refund offer from XfinityRefunds.com of course, and that was fun. which led to a) Completely impossible to find the credit card number so that I could use the card online. Eventually I had to talk to a human who b) told me that since it was a physical card that was created, you couldn't ever use it online, which is a new thing to me because all cards can be used like that and c) then they hung up instantly then d) there is nothing on the site to indicate that they are actually going to ship the card I asked the chat session and they said just trust us, it will probably get there eventually, like *maybe* in 10 days.

So to reiterate, they couldn't do what they should do to port the number, They inadvertently closed the entire account, losing my number, And the refund system is so antiquated, it's like a House of Mirrors where you never can actually get a straight answer of what the hell is going on.
I actually have had Infinity at three different residences, (including my mom's) for more than a decade. And it just amazes me that STILL they can't have a relatively reasonable set of apps to manage stuff like this.