Visitor
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1 Message
Escalation Request: Undelivered Phone Order and Lack of Resolution
Dear Xfinity Customer Care,
I am writing to formally escalate an issue regarding my phone order that has not been delivered by FedEx and has shown no meaningful tracking movement for an extended period.
I have contacted customer support multiple times regarding this matter and have been repeatedly advised to "wait" for updates. Unfortunately, despite following this guidance, there has been no improvement, no proactive communication, and no visible progress in the shipment tracking.
This situation is particularly frustrating because the delay is not due to any action on my part. As a customer, I have fulfilled all requirements and should not be expected to continue experiencing inconvenience without a clear resolution plan. Multiple e-tickets have already been opened, yet I have not received any meaningful update or ownership of the issue.
[Edited: "Personal Information"]
XfinityJustinM
Official Employee
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976 Messages
32 minutes ago
Hi @user_zba2er,
Thanks for joining our community forums! I actually had a similar issue at least in regard to the delivery of a device I had ordered last year. After sending over some documentation and waiting a few days the team was able to resolve the issue. You've come to the right place for help, we would be more than happy to make sure headway is made on your concern. We'll need to gather some additional information via our secure direct message channel to locate your account and tickets. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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