A Broken Experience: My Frustrating Journey with Xfinity Mobile Customer Service

In August 2025, I decided to order a new phone through Xfinity Mobile. What followed was not just a bad customer experience but it was a string of incompetence, broken promises, and misleading information that left me without a working phone for weeks, wasted my time, and destroyed my trust in the company.

It started on **August 23**, when I ordered a Motorola Razr through Xfinity’s website. The representative who helped me place the order promised it would arrive within three days. She even warned me that the phone was in **limited stock**, pressuring me to make a quick decision. That turned out to be false. My local Xfinity store had plenty of Razr units available, and yet my online order sat untouched for **two full weeks** before being canceled without any explanation. I was left waiting and expecting a phone that never came. During that time, I had no working phone because my old one was completely broken. I had to go out of my way to get it fixed just so I could have some way to stay connected.

Fast forward to October. My old phone, which I had just paid to repair, accidentally got soaked in the shower. Water seeped in, and the screen started turning black. Conveniently, the **iPhone 17 series** had just launched, so I decided to go for the **iPhone 17 Pro**. I would’ve preferred the Pro Max, but I chose the Pro because it had a **faster estimated delivery time**. According to the tracking info, it would be delivered on **October 13**. That sounded perfect.

Then things started falling apart again.

On **October 12**, I checked my Xfinity billing portal and saw that the order status had changed to **"Returned."** Confused, I contacted customer service. The rep told me not to worry — that it didn’t mean the phone was returned, it just meant that I’d have the option to return it once I received it. I double-checked: "Am I still getting the phone on time?" She confidently said yes.

That was a **lie**.

On October 13, I tracked the package through UPS. It had been **delivered to Comcast in Tennessee**. I live in **Massachusetts**. Furious, I contacted Xfinity again. The first thing the rep asked was if I had been home when it was delivered as if it had been dropped off at my house. I had to explain that the phone was sent to the **wrong state**. Only then did she pivot her story and claim that the package had been **damaged** and returned. Which one was it? Delivered or damaged? She couldn't explain.

When I asked to get the same phone, I originally ordered, I was told that order had already been canceled and couldn’t be recovered. Instead, the rep offered to escalate a concern and suggested I place a **new order** for the iPhone 17 Pro Max. She promised that this time, it would work. Desperate and out of options, I followed her advice.

That new order was **canceled the very next day**.

Now with no working phone and no confidence left in online ordering, I decided to go in person. I contacted customer service once more and explained that I wanted to buy a phone directly from a Xfinity store. However, I needed the 17 Pro that was previously tied to my number (ending in 9232) to be removed from my account so I wouldn’t run into problems at the store.

They told me it was done.

I asked **three separate times**: “Are you sure I’m good to go to the store?” Each time they reassured me with the same words “Yes sir, you don’t need to worry about it. Just go to the store and buy any phone.”

So I went.

And let’s just say the moment I walked into that store; it became painfully obvious that **I wasn’t all set**. The same issue they claimed was resolved came back to bite me. The store couldn’t proceed with the sale. I had wasted more time, more energy, and more trust.

This entire experience left me with one clear impression: **Xfinity Mobile has no idea what it’s doing when it comes to customer service. ** The people on the phones are either **untrained, misinformed, or outright dishonest**. Every time I needed clarity, I was fed vague answers, incorrect updates, or straight-up lies. Every time I placed my trust in their system, I was left disappointed.

Xfinity puts a bunch of liars behind the phone and expects customers to just deal with it.

Well, I’ve had enough.

I’m sharing this because no customer should have to go through this amount of stress just to buy a phone. What should have been a simple, straightforward transaction turned into a two-month-long nightmare. At this point, all I want is a real explanation, some accountability, and a working phone, is that really too much to ask?