New Poster
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3 Messages
Can’t activate phone & can’t return it, either.
On Nov 29, I ordered an iPhone 12 via my Xfinity Mobile account.
it arrive two days later. When Imwent to activate it, it didn’t appear in my list of devices online. I couldn’t activate it. I chatted with a customer service agent who told me not to worry, the phone would be connected to my account within 24 hours.
It wasn’t.
I contacted customer service again and was told a similar story.
On Sunday, Dec 3, I contact customer service again. And again, they were unable to activate my phone, connect it to my account, or tell me what was causing this problem.
I asked to just initiate a return. They kept me on hold almost an hour before telling me they couldn’t provide me with a return label for 48-72 hours. The label never arrived.
They sent me a case number and that was it. I’ve received no explanation of what is causing this problem and why they can’t either activate the phone I paid for or let me return it. I’ve also received no timeline for when I can expect this problem to be fixed. Meanwhile, my return window will close on Dec 13.
XfinityKrista
Official Employee
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1.2K Messages
9 months ago
Hello @KWings51, thank you for taking the time to reach out on social media. I understand your concern with the phone, and want to help in any way I can.
We have a specialized team of experts that are able to assist our Xfinity Mobile customers. That team can be reached at 1 (888) 936-4968 via text message and over the phone. If you'd rather chat with a Mobile expert online, that can be done through this link comca.st/3G78PAk. We know our customers are the best part of Xfinity and appreciate you taking the time to give us the opportunity to help.
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user_3dryyu
1 Message
7 months ago
I’m having the same issue. Were you ever able to resolve it?
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