Visitor
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1 Message
Phone upgrade 10/29- never shipped
I ordered a new phone for my son on 10/29/26, I was told it would be delivered in 2-3 business days. I was given a tracking number that has never had any details updated. I never received the phone. Xfinity app said it would be delivered 11/11/26, never arrived and no tracking details have been updated. I reached out to FedEx, they never got the package. I went into an Xfinity store, spent an hour with different reps and was eventually told by Jocelyn that I had to wait till 11/26/26. I asked to cancel the order they have the phone I want at the store, she said that they can’t do that and I would have to wait till 11/26/26. I’ve been a customer of comcast for more than 15 years and I have to wait for a month to get an iPhone 17?? No one wants to do the work to help me, I walked out of the store thinking I should just cancel all my services with xfinity and find a company that cares more about customer service.
XfinityCliff
Official Employee
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875 Messages
3 hours ago
Hello @user_ksghas, and thanks for reaching out on our Xfinity Community forums with your concerns and sharing your experience with us.
Unexpected delays with essential technology can be frustrating, but our team would be happy to look further into this for you to see if we can provide clarity as to what the current status of your shipment is.
To get started, please send us a Direct Message* with your full name and complete service address. Once we have everything pulled up we can review this together to provide you with additional information.
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