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user_21ch1u
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Thursday, January 22nd, 2026 6:34 PM

Device Malfunction

my wife's device completely stopped working before her contract was over and before the device was paid off. It was still under manufacturers warranty and Samsung, as well as xfinity would do nothing to help. We are in an emergency and need a device NOW in order to handle everything we are obligated to attend to. The device needs replaced. Period. We've been customers for over 15 years and never see any assistance, benefits, or rewards. Your supplied device to a customer FAILED. You are responsible to provide a new one, and quickly. With the information included have documented of the previous trials that xfinity has put us through, you are fortunate i do not federally report you an file a formal complaint. Show some integrity and uphold your end of our carrier/customer relationship for once.

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13 hours ago

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XfinitySara

Official Employee

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2.3K Messages

13 hours ago

Hello, @user_21ch1u. I can understand you concern, and I am glad you came to the Xfinity Community Forum for help. Our team is here to do whatever we can to get this resolved for you, and it would be my pleasure to help us all get started down the right road. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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