Visitor
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1 Message
Executive Escalation Ticket Request
I am now at 6 weeks waiting on a new phone for my wife. I purchased through on 3/8 i think at xfinity.com a Samsung Galaxy S25 edge. FedEx lost the package. I called on 3/23 to report to xfinity that FedEx confirmed it was indeed lost. I was told it was taken care of and I was able to buy a new phone. We the new phone arrived I was unable to activate it because the s25edge was still pending on my account. This was April 9th, I called xfinity again and was told that the xfinity customer support agent never filed a ticket for the lost phone. At that time they opened a ticket and told me it would be 3-5 days for it to be resolved. I waited 10 days just to find out it was never a 3-5 day process and that it would be resolved 4/22 at 8:21 pm eastern. At 8:22 I received a text saying it will take longer. I called tech support back and was told it will be around another week or so. I was told it was in the hands of the shipping department and there is no way for me to talk to anyone in that department.
Please help. All I want is to activate a new phone on her existing phone number so my wife will be happy. I can wait for the refund to process later but I need my new phone now.
XfinityJeffB
Official Employee
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312 Messages
18 hours ago
Hello user_7ubnk3, thank you for reaching out here in our Xfinity Community forum. I completely understand where you are coming from. I would do the same for my wife. I am here to help you, and to do so, I will need some account information best kept private.
Please 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.
How to Send Us a Direct Message:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace 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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