Phone upgrade issue

Hello,

I am at least 10 hours worth of phone calls with xfinity at this point and am out of options. My wife and I tried to upgrade our phones 2-3 weeks ago. Despite me asking for confirmation multiple times about shipping address, it was sent to our old address. Eventually the phones were sent back to xfinity and the orders were canceled earlier this week. This week I have been trying to redo the upgrades. The system is showing that we have the upgrades already and that we have to wait 45 days for the old orders to clear. This is unreasonable. Please help.

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XfinityGabriel

Official Employee

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2.7K Messages

23 days ago

davidsallen, Hi there! Thanks for taking the time to reach out. I can understand the importance of redoing those phone upgrades after the shipment went to the wrong address. We appreciate you for your time. I am sorry to learn that this happened after asking for confirmation multiple times. You've reached the right team. Our team of experts will do everything within our power to make this right. To get started, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

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davidsallen

Phone upgrade issue

XfinityGabriel

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