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user_i9ldvu
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06/27/2026 11:35 PM

Empty Xfinity Mobile Package

Ordered a new phone. Package arrived today via UPS. Opened it up and it was empty. Only had packing paper and a paper from Xfinity with a QR code for phone activation.

I already paid the down payment on the new phone and now I have nothing. Please help!

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2 months ago

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XfinityAlyssaA

Official Employee

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3K Messages

2 months ago

Good evening, and thank you for reaching out on our Community Forums regarding receiving an empty Xfinity Mobile package @user_i9ldvu,we appreciate you bringing this to our attention.

 

We’d be happy to take a closer look into this for you. To get started, please send us a direct message with your first and last name, along with the service address on the account.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Messaging" icon
  • Click the "Start New Conversation" (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

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