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user_v0hool
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Monday, July 21st, 2025

Need help: Issue escalation and resolution

Quick background-  Went into Xfinity store and ordered new iPhone on June 1.  Needed to be shipped to us.  Sent FedEx and should have arrived June 4th.  Weeks go by, multiple calls to FedEx and Xfinity and finally get FedEx to admit it was lost or stolen.  FedEx case info provided to Xfinity reps no less than 5 times.  

Now July 21st.  Still can not get a replacement phone shipped to us because the original still shows as pending on our account.  Called more times than I care to remember and stopped in the store twice.  Last time in store, rep was helpful and submitted a help ticket to get addressed.  Xfinity support closed the ticket without resolving the issue. Rep sends another, same outcome.  

I fail to understand why this is so difficult to either ship a new phone or remove the pending order so we can place a new one.  Hoping maybe we can get some help via the forum.  

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1 month ago

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user_v0hool

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1 month ago

Update- spent another hour on the phone with a rep last night.  Was told this was being taking care of yet still no resolution.  All we need is to have the device that was lost by FedEx removed from the account so we can purchase a new one.  Is there an Xfinity rep here that can assist?

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XfinityPeterH

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2.2K Messages

 

user_v0hool Thank you for sharing your feedback and experience. I would be reaching out if I were in your shoes too. Out team is here for you. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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