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user_htgjwt
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10/03/2026 1:24 AM

Xfinity mobile account showing old address

I ordered a new iPhone and it’s being shipped to our old address that we moved from 2.5 years ago. Need help ASAP to redirect shipment and then update my address on the backend to our current Xfinity internet and cable service address. 

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4 hours ago

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user_htgjwt

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4 hours ago

I ordered a new phone via customer service and they assured me that my address was being updated on the backend. I got the order confirmation and it had our OLD ADDRESS. We moved 2 years ago. We’ve had internet, cable and phones at this address for TWO YEARS. I contacted customer service today to hopefully get the UPS delivery updated to my current address. Rep opens a ticket and tells me that I need to upload proof that I live in the new address (THAT WE HAVE HAD XFINITY SERVICE AT FOR 2 YEARS). And the tracking number (FOR THE PHONE THAT XFINITY SHIPPED ME). Please help me with this disaster. I’m so close to cancelling all of our services over horrible customer service. 

Note: This comment was created from a merged conversation originally titled New phone sent to old address

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XfinityOrlandoM

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3.8K Messages

4 hours ago

@user_htgjwt

Thanks for reaching out to us, we do apologize for any inconvenience, as it's very strange that the mobile order for the phone was not shipped to your current residential address. We'll be happy to take a deeper look into this so we can get this resolved for you.

 

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