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Banjoben
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2 Messages

Wednesday, January 28th, 2026 2:55 AM

Xfinity Mobile, Can’t return defective phone!

I got a defective iPhone 17 where the side button wasn’t working. They gave me a replacement but said we’d need to add a new number or something. Now every time I ask for a shipping label they try to sell me some new internet plan or give me a new watch and I get told the label will be emailed in 5 days. I haven’t received anything and now my account shows 3 phones and a new number with a bill coming for over 250$. This is insane. I want to ship the defective phone back and have the new number removed from my account which should not be that hard to do. 

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54 minutes ago

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XfinityQuemekia

Official Employee

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873 Messages

1 hour ago

I am incredibly sorry for this experience, that sounds beyond frustrating @Banjoben. That is absolutely not the experience we want for you. To confirm, was this a replacement device ordered with Xfinity Mobile Care?

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Banjoben

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I am not sure, I did it all through xfinity chat and then someone called my wife to say that once the new phone came they would call her again to get everything handled, but that call never came 

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1 hour ago

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XfinityDilary

Official Employee

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3K Messages

Thanks for sharing @Banjoben. Let's take a deeper look here and report this to the correct team for assistance. Could you please send us a Direct Message with your name and service address? Our team can take a further look. 

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" 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 that 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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54 minutes ago

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