Xfinity Mobile Order Could Not Be Delivered and Is Being Canceled

Hello,

I am posting here because I have been unable to get a proper resolution through Xfinity Mobile customer support.

I recently placed an order for an iPhone 18 Pro Max, and Xfinity shipped it through FedEx.

The main problem is that FedEx repeatedly reported that the customer was unavailable for delivery, which is not accurate. I was present at the delivery location and available to receive the package. Based on the delivery-attempt photo, it appears the driver photographed the outside of the property without making a proper attempt to reach the actual delivery location.

I contacted FedEx multiple times and even offered to pick up the package myself from a FedEx location. FedEx would not provide or arrange a pickup option and repeatedly told me that any delivery changes had to be requested by the shipper, Xfinity.

At the same time, I contacted Xfinity support almost every day for approximately a week. Unfortunately, each time I had to explain the entire situation again. I was repeatedly told that notes had been added and that I should wait for another delivery attempt, but when I contacted support again later, there seemed to be little continuity from the previous conversations.

After spending a significant amount of time trying to resolve this, I have now received an email from Xfinity stating that the order could not be delivered and will be canceled, with instructions to place a new order.

I do not think simply canceling the order and asking me to start over is a reasonable resolution.

I placed the order correctly, remained available to receive the shipment, contacted both FedEx and Xfinity repeatedly, and offered reasonable alternatives. I even offered to pick the package up personally from a nearby FedEx location or have it sent using another carrier.

At this point, I am asking Xfinity to please take ownership of the issue and help provide a proper resolution.

I would like an Xfinity representative to:

• Review the failed delivery and my previous support contacts.
• Determine whether my original order can be reinstated or replaced while preserving the original pricing, promotions, financing terms, and other benefits.
• Arrange delivery to a FedEx pickup location where I can personally collect it, or use an alternative carrier if necessary.
• Provide a formal escalation or complaint case number.

I am intentionally not posting my order number, tracking number, name, addresses, or other account information publicly. I can provide all of those details through a private message once an Xfinity representative responds.

I have spent a considerable amount of time dealing with this issue and would really appreciate someone taking ownership of the case and helping bring it to a proper resolution.

Thank you.