Skip to main content
user_3ameqs
1st Topic
1st Reply

Visitor

 • 

3 Messages

10/24/2026 4:37 PM

Slow trade in

Two phones were sent to and received in Dallas for trade-in, one on 10/6 and the other on 10/7 according to the USPS tracking. We still have not heard anything about the trade-ins, even though the app says we'd be hearing within 5 days of arrival. Why the long delay?

Question

 • 

Updated 

1 hour ago

13

2

0

Oldest First
Selected Oldest First
XfinityDemetrise

Official Employee

 • 

597 Messages

3 hours ago

 

user_3ameqs Hi there.  Thank you so much for reaching out.  I'll be happy to assist.  To confirm, USPS is confirming that the devices have been delivered to the expected location, but the Xfinity app does not show the the devices have been received.  Correct?

2

0

user_3ameqs

Visitor

 • 

3 Messages

That is correct. USPS tracking shows both phones delivered to Dallas but the app states 'We'll review within 5 days of arrival" and then "Old device shipped". But going to "View tracking information" they both show as delivered.

Like

Reply

2 hours ago

0

XfinityThomasC

Official Employee

 • 

3.8K Messages

@user_3ameqs trade-in can take some time. 

 

When you trade in your device with Xfinity Mobile, you can expect the following: After sending your old device, Assurant will evaluate its condition. If accepted, you’ll see your credit within one to two billing cycles. If the device is not in expected condition, you may receive an adjusted offer, which you can accept or reject within 14 days. Ensure you send your device within 21 days of receiving your new one and turn off the "Find My" feature to avoid cancellation of your trade-in.

 

For more details see:

 

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 as Best Answer.tick

Like

Reply

2 hours ago

0

user_3ameqs

Visitor

 • 

3 Messages

2 hours ago

I understand that, but if the phones were received 20 days ago, why does the status say "old device shipped" and provide no information about the Assurant review?

1

0

XfinityThomasC

Official Employee

 • 

3.8K Messages

Understood @user_3ameqs that has been quite some time. Please allow me to take a closer look. Could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (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.

An "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.

 

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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 as Best Answer.tick

Like

Reply

1 hour ago

0

forum icon

New to the Community?

Start Here