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Re: Xfinity mobile order status

Posted by
Frequent Visitor
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Message 1 of 10
376 Views

I am unable to check the status of my mobile order which was placed 2 different times last week. 

 

On Saturday 9/2 I went to the local Xfinity store and ordered an iPhone 6s.  Order #186147 . Got 3 emails within an hour ( Thanks for order , completed mobile consent form , Mobile order confirmation )  Was told it would ship on Tuesday and would get on Thursday.  They charged my account cc on 9/4 .  I tried the chat and text support and got nowhere. I called Friday 9/5 and finally go thru to a customer support rep who seemed quite lost.  Could not confirm anything on the phone for me. Said they would elevate to Tier 2 support - whatever that is - and I hung up feeling like something isn’t right here.

 

On Saturday 9/9 I went (again) to the local Xfinity store and the rep there could not find any information about my order.  He called support for me and was told the “Rose Gold” color was on backorder.  He said I could cancel the order from last week and place a new order for the Space Grey model.  So he cancelled the first order and placed a new order #212340 and advised it should ship on Monday and be delivered Wednesday.  Again when I got home I got the emails from Xfinity about the order. They charged my credit card again on Monday 9/11 .  So now it’s Wednesday and the Xfininty website dashboard shows no record of the purchase.

 

I would appreciate some help in trying to deal with Xfinity Mobile support.  Don’t really know where to go next other than cancelling everything.

 

Bob

9 REPLIES
Posted by
Official Employee

Message 2 of 10
361 Views

Hi, Bob. Can you try clearing cache and cookies on your web browser then logging into your account at xfinity.com/mobile and let me know if you're now able to see your order status displayed?




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Posted by
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Message 3 of 10
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I just logged back in using the Firefox browser to eliminate any cache issue .  I still see nothing .( I use Safari on a dailty basis ) .

Just to make sure , I logged in again , this time using Chrome and still nothing.

 

Bob

 

 

Posted by
Official Employee

Message 4 of 10
353 Views

Can you give it a try in incognito mode on any browser?




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Posted by
Valued Contributor

Message 5 of 10
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trottinbob wrote:

I just logged back in using the Firefox browser to eliminate any cache issue .  I still see nothing .( I use Safari on a dailty basis ) .

Just to make sure , I logged in again , this time using Chrome and still nothing.

 

Bob

 

 


Also, try reloading the page when it shows nothing.

Posted by
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Message 6 of 10
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I have tried 3 browsers,  just did Chrome in icognito mode as you requested.  The problem does no lie on my end.

 

Bob

Posted by
Official Employee

Message 7 of 10
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Please send me a private message verifying your full name, address, and the phone number associated with your account so I can check your order status in our system for you. To send me a private message click my name, ComcastMax, and then click Private Message Me.




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Posted by
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Message 8 of 10
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Just sent over my information.

 

Bob

Posted by
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Message 9 of 10
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So now today , Thursday I get two emails that both orders have been cancelled !?!?!???!!!!

At my request ?????????????????????????????????

 

I have been to Xfinity store two weeks in a row

Placed two orders

Paid twice

 

and now get two cancellations.   

H E L P  M E

 

 

Posted by
Official Employee

Message 10 of 10
194 Views

 

trottinbob, I've reviewed the notes on your account regarding the cancellation of that order. I'll provide you details via private message. 

 

KenF




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