Visitor
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1 Message
What do I need to do to get a phone?
I lost my phone on May 17th, so I decided to buy a new iPhone 17 through XFinity on May 18th. It shipped through FedEx May 19th and FedEx said it would arrive May 21st by end of day. It arrived at the FedEx warehouse at Sparrow Point, MD on May 21st and after it was not delivered that same day. After the 21st, the delivery updates have not changed from, "Your package is still on the way and we’re actively working to get you a new delivery date." so I created a support ticket. After another few days, on May 26th, I messaged FedEx's Facebook page to try to get their attention and the support ticket finally got a response but the response was a generic "we're currently investigation" message. During that time, I also talked with 2 XFinity live agent's via chat (since I do not have a phone to call) who both assured me that my iPhone would arrive in a day or two. I continued to contact FedEx through Facebook every day to try and get updates, since I need my phone for work and my personal life, and finally today (May 28th) I received the message "After researching, we have been unable to locate this shipment and will be closing this support ticket. At this time, we recommend you contact your shipper for alternative options."
After this email, FedEx closed my ticket. I reached out to XFinity agents again and they said because FedEx confirmed the iPhone is lost, they would start a lost-in-transit investigation and that I could go pick up a new phone at my closest store today.
I thought all my problems were resolved, but then they mentioned the last line on the transcript that they might "tell you to wait for the investigation" followed by "they need 7 to 8 days for the investigation". Reading other people's reviews, I learned that it has taken others over a month for an issue like mine to be resolved.
I cannot wait 7 to 8 more days, even less a month, to have a phone. Is there any way to speed this process along? Or what the agent correct that I can go today to get my new phone at the store? I've never had this issue before with Verizon. Please help!
XfinitySean
Official Employee
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683 Messages
8 hours ago
Hey user_lri4z2, we appreciate you bringing this to our attention here on the community forums. I'm truly sorry for the experience you've had so far. I can definitely understand feeling stressed without having a phone. You've come to the right place, and our team would be more than happy to see what we can do to help! We may need to have a ticket submitted to have this brought up to the Xfinity Mobile Executive team, so please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!
Here are detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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