Visitor
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1 Message
Can't Order a New Phone/MESSED UP ACCOUNT
I believe I accidentally messed up my xfinity account. I created a new account and placed an order for home internet and 2 mobile select lines (BYOD and a samsung galaxy a17). In a rush, I used the wrong information for this order and called customer support to cancel both orders and repurchase the plan with the correct information. In the process, I created another new account, which the new order is on. When making the new order, customer support was not able to add the samsung galaxy a17 as the 2nd line. I am also unable to purchase the phone myself online.
I believe this is because, despite having the first order cancelled, the equipment still shipped, and I now have an unopened xfinity wifi modem and a samsung galaxy phone. (With no shipping label to send the equipment back. I am unable to get to an xfinity store) I attempted to transfer the samsung galaxy a17 line to my second new account, but was told I have to wait 14 days until after the buyers remorse. I can not afford to wait 14 days because I planned to switch from tmobile to xfinity before the 23rd of this month (4 days left) and I am unable to bring my tmobile phone due to it being incompatible.
Is there any way I can purchase the samsung galaxy a17, make monthly installments on it, and simply get a label to send back the old equipment?
XfinityRaul
Official Employee
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3.1K Messages
5 hours ago
@ShontaeS Thank you for making us aware of the multiple accounts that were created via Forums. I would be more than happy to help sort everything out. Purchasing another phone on an installment plan may be an option but I'll need to review your account to check the eligibility status.
To be able to discuss account specifics, please send a direct message by clicking the chat icon in the upper right corner of the page. Click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Here's a link that includes a guide on how to send a DM https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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