Visitor
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1 Message
Brand New Upgrade Device Flagged as "Lost/Stolen" – Need Help
Hi there,
I recently upgraded to a new phone through Xfinity Mobile, but I’ve been unable to get it to connect to the network. After speaking with support, I was told the IMEI of the brand-new device I received is somehow reported as "lost or stolen." They put in a ticket and told me it would be fixed by Monday evening, its now Wednesday and the automated message I keep getting is its taking longer than expected.
I have the device in hand and my order confirmation details. I need help getting this IMEI removed from the blacklist/DMD so I can actually use the phone I'm paying for.
Could someone from the Digital Care Team help me? Thanks!
XfinityJamesC
Official Employee
•
2.7K Messages
14 days ago
Greetings, @user_u5nswd! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your new phone, and I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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