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user_9lxu39
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Tuesday, April 14th, 2026 7:46 PM

Sent in trade in device.

Hello. I mailed my trade-in device to Xfinity but USPS tracking shows the package cannot be delivered and it is stuck/delayed. I followed all the steps I was provided by Xfinity with

The usps tracking is [Edit: Personal Information]

Message showed on USPS tracking page: 

This is a reminder to arrange for redelivery of your item or your item will be returned to sender.

Can Xfinity contact Assurant to arrange for phone pick up? 

I need assistance with this as I don't want my phone to get lost and not receive the credit for it. 

Thanks.

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3 hours ago

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XfinityMartyR

Official Employee

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3.1K Messages

4 hours ago

 

user_9lxu39 Thank you for reaching out! The following article outlines the steps to track the status of your Xfinity Mobile trade-in. 
 

 

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user_9lxu39

Visitor

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Marty, thank you for that.

I followed the instructions and the phone was sent to the correct address however it looks like someone needs to sign for it or pick it up? How can I get Xfinity connect with Assurant to pick up the device? 

If this is not done in a timely manner, USPS will ship it back to the " sender". 

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3 hours ago

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XfinityMartyR

Official Employee

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3.1K Messages

 

user_9lxu39 Thank you for the additional information! We can open an escalation with our Xfinity Mobile Team to see what the next steps would be in this situation. Please send us a direct message, so we can open a case for you. 
 
 
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
 

 

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