Failed Phone Upgrade

I would like support with a failed phone upgrade: I ordered a pair of phone upgrades (iPhone 12->16), which qualified for an upgrade discount with my service. Fedex failed to deliver, which caused a whole cascade of errors when the phones were returned (phone service incorrectly transferred to the returned phones, multiple hours online and on my work phone with 5 agents to get it resolved).

Now that I've finally got some time to try again, I can no longer 'upgrade' my lines because my account incorrectly shows my current phone as the ones that were returned. I need to have the devices on my account reset back to their actual hardware so I can try to upgrade again.

Thanks

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XfinityAmandaB

Official Employee

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2.4K Messages

2 months ago

user_zfwli2 That is not at all the experience we want any customer to have and we would be happy to help with your phone upgrades if you are still in need of assistance. If you could 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. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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Devices

user_zfwli2

Failed Phone Upgrade

XfinityAmandaB

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