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Jglo90
1st Topic

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2 Messages

Thursday, January 15th, 2026 5:25 PM

FedEx Package Damaged in Transit

I placed an order on Xfinity mobile for a new phone on 12/29/25. This said phone has been damaged in transit and Xfinity is doing nothing to rectify the situation. I both went into an Xfinity store and called the support number and they've both stated I have to 'wait for the FedEx tracking to update' when the last update CLEARLY STATES damaged in transit - unable to deliver. FedEx states that Xfinity has to handle this problem, as the shipper, yet they refuse to acknowledge the problem. I need this order canceled or I need a new phone sent to me. 

FedEx tracking number: 

[Edited: "Personal Information"]

Friday, 1/2/26
10:08 AM
Shipment exceptionUnable to deliver - Damaged package
SPARROWS POINT, MD
10:08 AM
Delivery exceptionDamaged, handling per shipper instructions
SPARROWS POINT, MD

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9 hours ago

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XfinityChristy

Official Employee

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2.7K Messages

15 days ago

I am incredibly sorry to hear about the runaround you’ve experienced. It is completely understandable that you’re frustrated; you shouldn't be left caught in the middle between the carrier and us. This is certainly not the level of support we strive to provide. I want to step in and get this moving in the right direction immediately. I would like to get a ticket over to our Corporate Escalations Team to ensure this is prioritized and resolved, whether that means a replacement or a cancellation.

Please send us a Direct Message with:

  • Your full name

  • The service address associated with your account

Once I have those details, I will get to work on this for you right away. We appreciate your patience while we fix this.

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user_lvhnx6

Visitor

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4 Messages

I am having the same problem and this needs to be solved ASAP

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3 days ago

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XfinityAlfonso

Official Employee

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2.3K Messages

Hello user_lvhnx6 thank you so much for reaching out here on our Forums, and for letting us know a little of what's going on! 

 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

You can also use our direct messaging link here once signed in: https://forums.xfinity.com/direct-messaging

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 days ago

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XfinityAlfonso

Official Employee

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2.3K Messages

Thank you for letting us know user_lvhnx6 , and if that is the case, we'd like to ensure that regulatory complaint is connected to your account.  We see you've reached out 1-1 with us, and we can use that venue to locate your account and make sure things are properly notated. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

user_ym5o9a

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1 Message

13 hours ago

This has also happened to me. I have yet to hear a proper response. 

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