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Ms_Tessie
Expressive Exchange
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Contributor

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23 Messages

Thursday, February 9th, 2023 5:29 PM

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Sim card for Xfinity Mobile not arriving in 2-3 business days due to being sent UPS Mail Innovations

On Feb. 5, I placed an order to sign up for Xfinity Mobile. At that time, I was told a new sim card would arrive in 2-3 business days at most, which would give me time to get the card in my existing phone and transfer the number and work out any glitches this week (today is Feb. 9). Turns out the sim card was sent "UPS Mail Innovations® Expedited" and tracking is telling me to expect the shipment on Feb. 13, when I will not be available to get the shipment.

Why would Xfinity tell me 2-3 business days and then ship UPS Mail Innovations® Expedited?

How can I get a sim card today or tomorrow and transfer my number this week?

Question

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Updated 

2 years ago

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BobQ

Contributor

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44 Messages

2 years ago

I had the same experience. Ordered the SIM cards last weekend, got the notice they had shipped on Sunday, and cringed when I saw they were coming via UPS Mail Innovations, which has to be the slowest delivery service available. Initially, my delivery date was today (Feb. 10) but I knew this morning that there was no way they were getting here today. I have my fingers crossed that they will arrive tomorrow. I'm surprised because when Xfinity has sent me other things, they always use a very fast delivery method.  

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CCJennifer

Problem Solver

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743 Messages

2 years ago

Hello @Ms_Tessie! I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

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Ms_Tessie

Contributor

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23 Messages

@XfinityJennifer​ Thanks for your follow-up. I spoke with two customer service reps on two different days. The first one said nothing could be done when I asked if I could go to a nearby Xfinity store and get the sim card that way because I was transferring my phone number. The second rep said I could go into a store, which I did as soon as I got off the phone with the rep. The in-store employee couldn't have been nicer in saving the day for me (and I showed up 30 minutes before the store closed) so I was the only customer needing attention.

All this churn (including calling UPS to try to redirect the package) could have been avoided if expectations set when the order was placed (2-3 business days for delivery of sim card) were met, but once Xfinity shipped with UPS Mail Innovations it became impossible to do provide 2-3 business day service. I'm taking the time to share my experiences in the hopes of making it easier for another Xfinity customer down the road. Kind regards!

2 years ago

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BobQ

Contributor

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44 Messages

@XfinityJennifer​ I don't see how calling Xfinity is going to get anyone's SIM card - already in the mail - delivered any faster. @Ms_Tessie and I were just expressing our frustration. 

2 years ago

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CCCrystal1

Problem Solver

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528 Messages

I truly apologize for the experience, and inconvenience. We always look for ways to make things simple and easy for our customers. I really do appreciate your feedback, we will work on this to make it easier for other customers. 

I no longer work for Comcast.

2 years ago

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user_772634

Visitor

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1 Message

can I walk in to get my sim

2 years ago

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CCAlisha

Problem Solver

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571 Messages

Hello, user_772634 you can head to your local service center to order a SIM card or you can also contact our Xfinity Mobile Support to order a SIM card to be mailed to you. 

You can contact our Xfinity Mobile support center via any of the following methods:

 

• SMS Text Message: 1 (888) 936-4968

 

• Phone: 1 (888) 936-4968

 

• Chat: https://www.xfinity.com/xfinityassistant/?channel=xMobile

 

 

I no longer work for Comcast.

2 years ago

0

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