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Hcky4fun
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Thursday, May 29th, 2025 2:05 PM

Ordered new phone, got the box but no phone inside

I ordered the new iPhone 16, got the box from UPS but there was no phone inside. All I can find to talk to anyone was through the app, talked to someone who said they would open a ticket and get back to me within 24 to 48 hours. They never did. I tried again to talk to someone on the app, they did some stuff and said they would move me up to high priority and they would get back to me within 24 hours, and once again I never heard back. 

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11 hours ago

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XfinityGabriel

Official Employee

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2.3K Messages

18 hours ago

 

Hcky4fun, Hi there! Thanks for taking the time to reach out. I can understand the importance of talking to someone after being advised that you would be contacted within the next 24 hours. You've reached the right place. We are a team of experts who specialize in resolving phone order concerns such as this over social media. We can help. To get started, please send us a direct message with your first/last name and full address so we can ensure we pull the correct account to see what's going on. 

 

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Hcky4fun

New Poster

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2 Messages

How do I send you a direct message? I'm not seeing that anywhere

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11 hours ago

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XfinityChelseaB

Official Employee

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1.8K Messages

@Hcky4fun, Here are the steps:

Click "Sign In" if necessary

  • Click the "Direct Message" icon in the upper right - it looks like a chat bubble
  • Click the "New message" (pencil and paper) icon just to the right of Conversations
  • Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 hours ago

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