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user_0onxca
1st Topic

2 Messages

Thursday, October 26th, 2023 2:12 AM

Closed

Xfinity mobile trade-in no update

I sent the old phone a week back and USPS shows it was received but no update on the trade in status on xfinity website or app. It is very frustrating. Chatting xfinity mobile support did not help either.

Question

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Updated 

2 years ago

54

1

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XfinityGabby

Official Employee

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1.5K Messages

2 years ago

Hello, @user_0onxca. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform.

 

Have you tried calling or texting 888-936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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user_0onxca

2 Messages

Thanks for your quick response! Yes, tried chat support but in one session I was told that device is received but when I didn’t see any updates on website, I asked again and in that session I was told to wait for another week. Is there no way to open support ticket or escalate it?

2 years ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Thank you for confirming that information for us @user_0onxca, we'll be happy to get a ticket submitted to further assist. To get started, can you please send us a Direct Message with your name and the service address on the account? 

 

To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message 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 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

We look forward to working with you further!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_he0nf6

1 Message

@user_0onxca​ Please let us know what happened in your case. 

2 years ago

0

XfinityBenjaminM

Official Employee

 • 

2K Messages

@user_he0nf6 Hello! Thank you for reaching out to us here on our Community Forum. If you are going through something similar (and you have already reached out to our Xfinity Mobile Team and still need assistance), we would encourage you to engage with us so that we can assist you directly. If you would like our help, please send us a Direct Message with your full name and address. Here are instructions on how to send us a DM in case you need them:

 

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

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