KWings51's profile

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3 Messages

Thursday, December 7th, 2023 6:04 PM

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.

Official Employee


759 Messages

3 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 We know our customers are the best part of Xfinity and appreciate you taking the time to give us the opportunity to help.


1 Message

1 month ago

I’m having the same issue. Were you ever able to resolve it?

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