Ams C.

I have never had such a wonderful experience with a cell service provider. I often worked out where there wasn't good cell coverage & adventure out in the sticks where cell coverage is sparse to nonexistent so I'd tried all the big companies and was always frustrated. My biggest complaint was dropped calls and agents from all companies just straight lying to try to make a sale. I was regularly spending numerous hours contacting customer service to resolve issues with those other companies and ending up even more frustrated. I did some research online and found page plus and decided this was the one I was going to try. That was the greatest move! I've spent the last 8 years happier than I'd ever been with a cell provider, great service, no dropped calls, no contact, no hassle, not a single problem in 8 years& I'm really still blown away by that thought! I paid $12 a month and purchased refurbished iPhones from eBay rather than buying a phone from page plus & that $12 service was better than the $75 a month service I'd had before. Because I was often adventuring in national forests with friends I'd often see that they had no service for hours where I had 3 bars& data coverage. It seemed I had better service than people with Verizon even though we use the same towers. I recently decided to switch to xfinity only because my acp credit will cover my cell phone bill through them, and as far as I know it won't work with page plus. Its a choice I've regretted from the moment I placed the order. I actually just got my phone I started trying to get 4 months ago because of issues they created that ended up being on me to resolve (delivered phone with no signature as was required & it was stolen). Nonstop issues lies and HORRIBLE customer service that doesn't seem to be good at resolving anything…. & this is all before I've even actually used the phone. This is exactly the reason I switched to page plus and have loved it so much. Drama free hassle free no bs service that is dependable. Sometimes I'd renew my $12 service and do a happy dance just cuz I loved how hassle free it always (especially when I was seeing family going through so many issues with their service). I literally just got my phone from xfinity today and I already can't wait till my contract is up so I can switch back to page plus. I've definitely recommend this company more than any other.
- edit to add… also noticing how much of a pain it is to try to get to a live person with my new service provider and that's another thing I'm now appreciating about page plus. I'd always heard they had really poor customer service but I've never had a bad experience. In the 8 years I was with page plus I've only had to call customer services a few times but I have always been able to reach a live person quickly and easily who actually resolves my issue without 8 transfers to other agents (unlike xfinity). When I call xfinity I have to go through a pain in the $#*! automated system first before they will transfer to an agent. It never understands me and makes me answer a bunch of questions first (that of course the agent asks me again once I get to a live person after 15 minutes) it's a real hassle. Every time I say agent it wants to text me (at my moms phone number which I only used her phone 1x to call xfinity and now they constantly call and text her even though I've asked at least 12 agents to remove her number from my account) and troubleshoot my modem….then it won't let me out Of that prompt and I have to hang up and try again…. I've had to call back 5 times before I got the system to actually transfer me to an agent. Page plus I'm always surprised how quickly I get to a live person, I'm almost shocked everytime like oh wow a live person in 30 seconds! Wow. I see a lot of people posted reviews saying they had a hell of a time porting numbers with page plus... I've always bought unlocked Verizon phones from eBay never had an issue setting them up on page plus. I've ported a number in and ported a number out super easily no issues.

Every time Ive had an issue it's a nightmare to get any resolve, usually takes a minimum of 3 hour long calls to different agents. The most major horrific experience was so emotionally draining and stressful I nearly had a nervous breakdown. I've never thought about self harm until this 4 month ordeal after It became my full time job to fix the issue they created after "assuring " me "not to worry"…. Those words are now triggering everytime I have to deal with xfinity.
Having to talk to some 30+ agents and spending 40hours trying to resolve just one issue the really infuriating thing I saw over and over again is numerous agents straight up lying. Or that just don't know what they are doing. Or just hanging up when they don't want to deal with you. In the last 6 months dealing with some 40 agents over numerous issues I've only had ONE good agent who effectively resolved an issue… every other issue had to be resolved by finally contacting the FCC to file a complaint… then xfinity fixes the issue real fast.
In January I was sold into this iPhone deal… just pay the tax and we will ship your phone. I had just moved into apartments where package thefts were a big deal so I asked to have the phone shipped to moms. They said they couldn't do that but "not to worry, the phone will not be delivered without your signature ". So I watched the tracking which was all over the place not up to date and delayed several times but I made sure I was home and my house was quiet so i wouldn't miss the delivery. Later in the day I see the email that my phone was delivered, but nothing was on my porch. Talking to my neighbor she said she saw a package at the top of the stairs. So they literally didn't even knock on my door when they delivered, let along get my signature. My first call was to xfinity of course angry they told me I'd have to sign and nobody even knocked…They tell me I have to file a claim with fed ex. I call fed ex they tell me no you have to file a claim with xfinity. Call xfinity back they start a claim and say I'll have an answer in so many days I think it was 7…. Never heard back so I call in to see what's happening with my claim… I get no answer instead they open another claim and tell me I'll have an answer via email in another 7 days. Again I get no email so I call in again they again open ANOTHER case to find out what's going on with my initial case. Again I never get an answer and call in this time again they say they are going to open another case and I should have an answer in 24 hours… but you guessed it … nothing again… I call in again this time I'm pissed I say NO I DONT OPEN ANOTHER CLAIM I WANT AN ANSWER NOW you just keep opening more and more claims everytime I call in to find out the answer to my first claim. Finally get a higher up person & they tell me I have to go in and file a police report in order to file a claim…. So why are they wasting my time prior to this opening all these claims and nobody has mentioned police report? Mind u everytime I call in I'm having to be transferred to numerous different people & each person I have to explain the whole ordeal to… some people more than once cuz they don't understand or don't speak English very well & every call takes about an hour at least. There was Zero accountability & it seemed to be all on my shoulders to resolve this issue after they told me "NOT TO WORRY IT WONT BE DELIVERED WITHOUT YOUR SIGNATURE ". At this point I'm now receiving bills for a phone I never received. I went into the store thinking an actual live person may help… no… but they did tell me to go into fed ex and file a claim, which turns out I didn't need to do so there's another hour of my time wasted for no reason. After I get all this done I get an email denying my claim. I'm now calling in literally having a nervous breakdown and people are just hanging up on me or just keep transferring me to the wrong department so I'm wasting hours explaining to a department that can't help to be transferred and have to explain again. Literally every person "assures" you they are going to get this resolved to no avail. I finally had the brilliant thought that I should contact the fcc and file a case against xfinity and within a couple days THEY contacted ME & quickly canceled the charges. They told me I wouldn't be able to get another phone till my billing cycle ended in another 2 weeks….that's when all the credits would be applied to my account. By now it's April & I still have no phone. My billing cycle rolls around & I still have charges. I try to get another phone it still says I have to pay off the phone I didn't receive. So again I start calling but this time I was smarter and by the time the 3rd hour of my time was wasted with the 3rd agent giving me a bs run around I then went to FCC again. Again they credited my account but told me I was going to have to wait several more weeks for the account to clear so I could order the new phone. Weeks later that did finally clear and all charges were removed. Of course by then the "deal" that I had initially signed up for where I only have to pay $65 in taxes to get the phone delivered is no longer going on and I now have to pay $230 upfront (including taxes) to get the same phone that only cost $65 before.
&That wasn't the extent of the horrible customer service I've dealt with, this is a very brief overview of only the worst issue I dealt with. The lost phone, and the decline of my mental health due to this ordeal wasn't the worst part…. It was the people lying and giving me the run around wasting my time to resolve this issue they created. Now that I'm more knowledgeable with the fcc I know to skip all the bs and go straight to fcc & things actually get resolved before I lose my sanity. When they tell you " not to worry it won't be delivered without a signature " and they deliver it without even knocking and it's stolen I think it should be on them to correct the mishap promptly not on me to spend 40 hours explaining over and over to agent after agent who resolves absolutely nothing. I've never ever had such a horrible customer service experience. It's now end of March and I'm finally supposed to receive my phone tomorrow…. This time I'll be checking my porch every 5 minutes not trusting they are going to get my signature.
Also heads up to anyone who may have to deal with this in the future…. When they told me I had to file a claim with fed ex (3 different agents told me this) that was a lie … when I talked to about the 20th agent they finally let me know that no I don't file with fed ex because xfinity uses their own division of fed x located within xfinity (at least that's how they explained it to me) so the claim IS FILED WITH XFINITY! Of course nobody wanted to take accountability so xfinity just kept telling me to file with fed ex and vice versa.
EDITED TO ADD- got my 2nd phone delivered today that I was assured wouldn't be delivered without signature… and again it was just left at the top of the stairwell near my apartment not only did they not get a signature AGAIN…. But AGAIN they didn't even knock so I'd know my $700 phone was left outside where packages are constantly stolen….I had been checking my porch every 5 minutes and I happened to see the guy walking down the stairs he chuckled and said "I was trying to be sneaky" I didn't find that funny at all and had to take a deep breath and walk away so I didn't scream at him about the MAJOR ordeal I'd just gone through because they couldn't be bothered to even knock after "assuring" me the phone would not be delivered without a signature….and AGAIN they just forged my signature because when u call fed ex they say it was signed for and when xfinity looks they also say oh you signed for it…. Sick of companies that LIE LIE LIE & LIE SOME MORE!
Morale of the story…. When they say your new phone requires a signature for delivery and "not to worry" that is a lie…. & if anything happens to the package you will still be responsible for the phone & have to go through the huge run around they give you for months to fix everything
UPDATE June 22- after trying to get my phone since January (after having first device stolen due to fed ex not properly delivering with a signature) I finally received an actual phone at the very end of may & then had to port my number over …ANOTHER MAJOR $#*! SHOW! 3 agents and 5 days later, because the first 2 agents didn't do the port properly & 1 agent didn't submit the port request at all (next agent said there was no port request done by previous agent) so the first couple days I was waiting for no reason as she never submitted it when she told me she did. She also told me it'd take about 2 hours to complete the activation but that she'd call me in 2 hours once completed, never got that call either. I finally get a text saying the port request was completed& am able to start using my phone and immediately notice some weird issues. Not really sure initially if it's a fluke or and actual defect so I wait a several days to call in again till I've used it enough to be sure this is a defect in the phone & not with the service etc. Then I call in again to see about returning the defective device. I spend a half hour just getting the lady to understand what the issue is and that I dont want to return it because I don't want the phone … I still want the phone, just need a properly working device. She says I'm within the time frame and meet all the requirements & approves me to get my device exchanged but keeps putting me on hold to complete the process for 45 minutes, then comes back and says she's just about done completing this request but she has to transfer me to another department to finalize it, then I just have to print my return label & ship. I ask why I can't get my new device first so I'm not without a phone she says not to worry it won't be long as it's fast shipping. I tell her I'm nervous to be transferred because nothing ever goes smoothly & I'm often disconnected …she tells me all this will be noted in the account so "not to worry". Well surprise surprise the person she transferred me to to "finish up the process " doesn't know what's going on, and there's of course no notes on the account that he can find, so now he wants me to start from scratch explaining the whole ridiculously complicated ordeal again…. His answer "I have to transfer you to apple". Apple answers asks me to explain and then they just disappear from the call. After several minutes saying "hello is anyone there?" With no response I hang up and call Xfinity back immediately. I start again explaining the ordeal and that I was approved for an exchange but then was transferred and hung up on and never got the return label. She says we have to start over. Uhg. Again it takes 30 minutes just to get her to understand the situation. She's then trying to argue with me that my phone has never been activated because they had trouble with my port request … I'm telling her yes they had trouble and sent me an email saying there was a problem & they couldn't process the request, but then I got a text saying the port process was completed ….& it obviously went through because I'm calling from that phone,with that ported in number now, and it says it's on Xfinity service on my device. She continues to argue cuz my account is showing the activation as "still processing" (even now 20days later & that's a whole other issue! For some reason none of the 5 agents I spoke with about that issue could resolve it either & I believe this is why my acp credit is not being applied to my phone bills since it says it's inactive?) once she finally quits arguing with me about that (now an hour into the call) she then says the same thing as the last agent… yes I qualify as I'm within the 14 days & she is going to process the exchange. Once I get the shipping label I'll need to send my device back & once it's received they will send the replacement …. Again i mentioned to this 2nd person processing the replacement request that this sounded odd as most companies ship the replacement device first and then u send the defective device so the paying customer doesn't have to be without a phone but she says that's not how it works. I spend another 40 minutes on hold while she completes this. She comes back and tells me everything is done on her end and I will receive an email with instructions and a shipping label by the end of the day. Again I tell this agent it hasn't shown up in my email during the time we were on the phone (if they are going to go through I usually get them immediately, or not at all) and I'm worried since my time frame I have to return the phone is almost up but again she "assures" me she's noted all this in the account so if I don't get the email I can call back & there will be no issue getting it resent. Of course i never got the email with the shipping label. Even checked all other possible spam folders etc. so I wake up the following morning to deal with Xfinity again. Again it takes me 30 minutes to get the lady caught up to where she seems to understand that I don't just not want the phone at all, I just was sent a defective device and I'd like a replacement. She processes a return label but then she tells me if I return the phone I will lose my ported in number. Sometime during this conversation she realizes she's not understood my request and apologizes that she's processed this wrong as she thought I just didn't want the phone anymore & didn't understand I want a replacement device so she apologizes and tries to fix it … she then tells me not to use the return label she sent me& that now I actually don't qualify for the replacement device because on this day I am now 1 day past my 14 day window. I explain again that 2 other agents I spoke to yesterday (when I was still in the 14day window) approved me for the replacement device because I WAS within the time frame and said I'd receive a shipping label, the only reason I'm calling again is I didn't receive the label, but I was already approved & both agents assured me all this was noted in my account in case of any issues. She said there were some vague notes on my account but no real details and all she could do for me was transfer me to apple again to see if I can get a new device through them because even though I spent 3 hours on the phone and was approved 2x by 2 different agents who both "assured" me I qualified, made me wait on hold for an hour while they processed the replacement, & said this would all be noted on the account in case of issues ….Xfinity will not honor ANY of that. Oh another odd thing 2 agents told me in order to qualify I must have find my iPhone activated or I wouldn't be approved for the replacement. Then the next agent told me just the opposite. Point being they all say different things that contradict the other but in the end YOU are the one responsible for doing anything wrong. So….I then opened case number 3 with the fcc & so far No response 15days in. I'm still getting emails telling me to use the return label the last agent sent, but she told me that label was a mistake and not to return my phone so idk I'm actually supposed to use it or what….so I call Xfinity again to try to figure out wtf… well this edwardo guy tells me the previous agents were wrong and I AM SUPPOSED TO BE SENT A REPLACEMENT DEVICE FIRST BEFORE SENDING MY DEVICE BACK …. BUT again told I was past 14 days & they won't honor the other calls and requests I made before the 14day cut off. So all I can do is send the phone back, wait till it's assessed and refunded, then wait for the refund to be applied on my bill due date then reorder my phone, (gunna note that I'm worried because 2 people told me I had to have find my phone activated but the last agent made me turn it off to approve the exchange, so now I feel like if I send it back I'll probably still be denied cuz either way the find my phone thing will be wrong and they will keep my phone and I'll be phone less while still paying) AND they said my number will be deactivated and I will lose the promotion I signed up with. And I know from my previous experience waiting for them to reimburse is a slow process last time it took a month and a half …. & that was the phone THEY lost!
Now if for some reason you've managed to read this whole RIDICULOUSLY LONG ordeal and aren't mindblown a company like this is still in business, & are not mentally exhausted enough to avoid Xfinity like the plague, then just give them a try!