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user_3fukx2
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Thursday, August 20th, 2026 1:57 AM

Phone order cancellation

I ordered a phone online and it has not shipped yet. I need to cancel the order because based on the shipping method no one will be available to sign for it. Per your faq's, it can be cancelled prior to shipment but it doesn't say how.

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26 minutes ago

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XfinityAlyssaA

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2.9K Messages

39 minutes ago

Good afternoon @user_3fukx2, and thank you for reaching out on our Community Forums regarding your Xfinity Mobile order cancellation concerns. We appreciate the opportunity to help.

Please be aware that you have approximately 30 minutes after placing a new Xfinity Mobile order to cancel it online. If that cancellation window has already passed, the order cannot be canceled and you will need to wait for the device to be delivered before initiating a return.

For more information about mobile order shipping, tracking, and returns, please review the following support article: Xfinity Mobile Shipping and Tracking Orders.

In many cases, once the order has shipped, you may also be able to redirect the package through FedEx delivery options.

If you have any additional questions about your order status or the return process, please let us know. We're happy to help however we can!

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user_3fukx2

Visitor

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2 Messages

yeah, so still no information on how to actually cancel. you just quoted me the policy that I quoted to you.

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35 minutes ago

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XfinityAlyssaA

Official Employee

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2.9K Messages

We are happy to assist with submitting a ticket to cancel your order @user_3fukx2. To get started, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  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. An "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.

You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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26 minutes ago

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