Visitor
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1 Message
New customer with xfinity mobile issue
When I signed up for Xfinity mobile they told me I could choose which address my phone would be shipped when I spoke with someone to verify my identity. Then after speaking with that person I was advised that I can't change the address at all and that the phone would be shipped regardless to an address I will not be living at until 3 days after the delivery date. I asked to speak with a supervisor and was told that I would be able to arrange to pick up the package at the local FedEx store and intercept the package. I called FedEx and was advised by FedEx that per their agreement with Xfinity I was not able to arrange for pickup and that after 3 delivery attempts my phone would be returned to the sender and to contact Xfinity to request for me to pick up my phone. I then proceeded to call back to xfinity and was blind transferred back to FedEx. I was told the same thing at FedEx so I called Xfinity again. I spoke with a supervisor who said he could assist me, but could not assist me, and transferred me to Xfinity mobile. I am currently on hold now with xfinity mobile waiting for a supervisor. So far nobody has been able to help me or even give me an answer. I've been on hold for 1 hr and 20 minutes so far waiting for a supervisor. In total I've been on the phone trying to get this resolved for 15 hours in total. I need help, please do not ship this phone to a place I have not even moved into yet.
CCMorgan
Gold Problem Solver
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3.3K Messages
3 years ago
Hi, Lancek16. That definitely sounds frustrating! We ask that you reach out to only one support group at a time, and I know you're on hold with Xfinity Mobile now. They are going to be the ones to provide you the support you need, as we don't provide direct assistance with Xfinity Mobile issues here. Please let us know how the phone call goes {waiting for the supervisor} and we'll do our best to lead you in the right direction if you still need help afterward.
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user_15e4b3
Visitor
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1 Message
3 years ago
The same thing has happened to me. I asked for a change to the shipping address and they said I'd be able to do that with FedEx. I couldnt. I had to ask someone to sign for my phone and ho get it. When i arrived I had two phones. So now I have to send one back. I call to turn the phone on and they turn on the wrong phone. So they apologized and start over. Now I have been on hold for 4 hours and 5 minutes and counting. I feel extremely regretful about switching from Verizon if this is the service I can expect.
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Kdressler
New Poster
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5 Messages
3 years ago
The same thing just happened to me!!! I was very clear and verified with my representative MULTIPLE times that the package was going to a FedEx hub near my location where I need the phone, not the registered service address. She reassured me each time. Come to find out, now the package is getting delivered to the service address... IN ANOTHER STATE!!! I called to get it rectified and was treated very rudely with no help WHATSOEVER. I couldn't even get it shipped to my local Xfinity store. I am so beyond [Edited: "Language"] and frustrated with Xfinity. Their service [Edited: "Language"] and now so does their customer service. Incredibly disappointed. People have different circumstances. They need to be a bit more accommodating to their customers. This will be my last time with Xfinity Mobile. It is not worth this hassle and TERRIBLE mobile service.
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