Visitor
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2 Messages
Phone delivered to an incorrect address
Phone delivered to an incorrect address. Poor customer support. On Feb 12, 2026. I received a promotional email from Xfinity that could save me money in purchasing an iPhone 17 pro. I followed the steps described to complete the purchase. Everything was going well until I was checking out my shopping cart and discovered that the phone would be sent to an old address of mine. The software would not let me change this address. Although my current address in settings was listed properly.
I then called Xfinity support. I explained the situation to the agent. She said no problem and stated three time the phone will be sent to my current address. She took my new order billed me and said she will send to me a free smart watch. I said great you solved everything. However I received a shipping notice from Xfinity with a fed ex tracking number showing the phone being sent to my old incorrect address . I called support again. He said that I could not do anything until the phone is returned to the warehouse with all undamaged parts. They then could correct my billing. And then I could reorder a new phone. this doesn’t appear to be fair that would have to wait weeks and spend so much time to acquire this phone . Also 6 hours in phone calls. All because of poor customer service and misinformation. Can anything be done to move this on more quickly?
XfinitySeth
Official Employee
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825 Messages
2 hours ago
Good evening user_o0c0nt, and thank you for joining us in our community for help with your Xfinity Mobile purchase! More than anything we appreciate you joining the Xfinity Mobile family, so I want to help ensure as well that you get the device you ordered. I know you've also already spent a great amount of time attempting to resolve this, so if you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be happy to start looking into this further for you 👍
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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