Skip to main content

    Support

    Offers

J
JohnDeyF
1st Topic

Visitor

 • 

2 Messages

Monday, November 14th, 2022 4:40 PM

Closed

Serious issue with cell Phone replacement

I have discovered what appears to be a serious flaw in the Xfinity mobile device replacement policy.  Comcast will only allow existing mobile customers to purchase at replacement phone at their store or on-line with shipment to their service address.  In our case we have a 2nd home that we spend time at during the year, and our Xfinity account is at our other address.  I was having trouble with my 7 year old phone and wanted to replace it.  I am over 200 miles from the nearest Comcast store and I won't be at the service address (which is 1200 miles away) for two months. Comcast suggested I have the phone sent to the service address and then reship to my current location.  However, there is no one at the service address to receive a FedEx shipment.  I am told there is no other way to get a new phone. This is simply unacceptable. What if I was on vacation for 3 weeks across the country and my phone was damaged, lost or stolen?  Does Comcast truly have no way to ship a new phone to wherever the mobile customer is at the moment?  This seems like a significant liability for Comcast.

Question

 • 

Updated 

2 years ago

974

1

0

DaveO3

Problem Solver

 • 

772 Messages

2 years ago

You might be able to buy a XM compatible unlocked phone from a local store, and then switch your existing device

Go into the XM App, Devices, Select the the line/device, Select Upgrade or switch devices, Select Bring your own, and then see the options and directions that are available. This could be just moving your SIM or maybe setting you up with an eSIM, but I doubt that they would mail a new SIM to your current location. 

Worth looking at! 

3

0

JohnDeyF

Visitor

 • 

2 Messages

@DaveO3​ 

Thanks.  I'm after an iPhone 14 and don't want an intermediate short term solution (which that sounds like).  Comcast has yet to explain why they will not allow me to purchase a new phone from them and have it sent to my physical location from where I can then activate it.  They could easily verify that it's really me if that is the concern.  They have offered no solution, other than my going to my service address or an Xfinity store (driving 200 miles each way) or having someone be at my service address (not an option).  Why on earth do they have this limitation, which, as noted, puts a customer in a horrible situation if they are away from home and need an immediate replacement for their phone.  Since I already brought my own device when I started service, they will also not allow me to buy a replacement phone from anyone other than Comcast.

2 years ago

0

DaveO3

Problem Solver

 • 

772 Messages

See the last page of the BYOD Article

https://www.xfinity.com/mobile/support/article/bring-your-own-phone-details

The iPhone 14 is eSIM only and you will most likely need assistance from the XM 888 number and most likely tier/level 2 support. 

2 years ago

0

XfinityEricB

Official Employee

 • 

2.1K Messages

We appreciate your feedback, and I will be sure to pass it along. The shipping to only the service address is a security measure to prevent fraud as much as possible for our customers. 

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

2 years ago

0

forum icon

New to the Community?

Start Here