Visitor
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1 Message
Lost shipped phone
I am requesting immediate assistance with an unresolved Xfinity Mobile issue involving a lost shipment and a blocked replacement.
Summary of events:
- April 3: Ordered phone upgrade
- April 6: Device marked out for delivery; FedEx driver could not locate the package
- April 7: FedEx trace opened; package later confirmed lost in transit
- April 7: Initial Xfinity ticket opened and later closed without resolution
- April 10: Replacement ticket opened.
- Since then: multiple follow-ups, delay notifications, and no resolution
The lost device is still showing on my account, which is preventing the upgrade from being processed due to internal system constraints. I have been advised repeatedly that the issue is “escalated” or “pending backend,” but no action has been completed.
I have spent countless hours on the phone with Xfinity support attempting to resolve this, in addition to following all guidance provided, including visiting a retail store twice (6-hour round trip), which did not resolve the issue. All stated timelines have now passed and continue to get empty promises.
This issue has exceeded reasonable resolution timeframes and is preventing me from upgrading my device.
XfinityJon
Official Employee
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1.4K Messages
2 hours ago
Good afternoon Drind. You have reached the right team. I will be happy to assist further. I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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