Visitor
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1 Message
My was canceled order TWICE!
Ordered two phones Friday, followed the link and took picture of ID and everything! My order was canceled the same day. Went to an Xfinity store to reorder the phones followed instructions and still my order was canceled. What is going on I paid TWICE and still can't receive phone service. I haven't gotten any reason why my order was canceled. I don't understand! Make me went to cancel ALL my Xfinity services!
user_7da67d
Visitor
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17 Messages
3 years ago
I feel your pain. One person told me your address on file has to match your license. Also, it has to be a "real" license, plastic, not photocopy paper. I had that problem. They canceled 4 or 5 of my orders and now I'm being denied the $300 gift card promo.
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CCJosh
New Problem Solver
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452 Messages
3 years ago
Oh, no! This is certainly not the experience that we want you to have when trying to place an order for the new phones, @user_ae5276.
If you have not already, try reaching out to our Mobile Care team to help with the order. Here are a few options to reach them:
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UpsetUser2022
Visitor
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4 Messages
3 years ago
It is very upsetting that i was able to add xfinity mobile at the store and was approved for 5 lines but i only got 2 of them at the time. I came back a few days later to add 2 more lines and was told that i cannot do the additional lines at the store and that I have to go through the online process. The store clerk called it in and they placed the order for the 2 additional phones and i sent in my verification information . Only for the order to be canceled a few days later with no explanation. I called and even spoke with supervisors who assured me that they will personally take care of the issue . Not only did they not take care of the issue but i was referred back to the store and was told they notated the account to ensure i will be able to get the phones at the store since it was a big issue with the phone orders canceling online. Only to be told at the store that i was liked to over the phone and that they don’t see notes and that they don’t even see notes from online. So where does that leave me you ask. Still with only 2 phones and no one is able to to explain what’s been going on and why my orders keep getting canceled even after taking my payment and sending in verification and being to the stores numerous times to where they sent in my verification and still NO ANSWERS but what i do have is more canceled orders,. It’s a total of 10 now and still NOTHING. This is poor business practice.
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UpsetUser2022
Visitor
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4 Messages
3 years ago
I am in the same boat]
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user_a84690
Visitor
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1 Message
3 years ago
I been trying to get a new phone for 2 days now. My current phone isn’t working and i wanted to upgrade. I went to multiple stores for them all to tell me i wasn’t eligible for additional lines when all i want to do is upgrade my phone which in fact has been paid off. I spoke with multiple Care team members plus a manager who all assure me the same thing , that my order will process. Just to get to the verification process and after taking the pictures my order once again comes back canceled . Now today no one will transfer me to a manager because they all “have the fix” just for me to still be going through the same issue.
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