Visitor
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6 Messages
Missing Phone from the Delivered Xfinity Mobile Order through Fedex
Hi,
I have ordered a Google Pixel 7 Pro from Xfinity on 7th Nov. I promptly received a notification on 7th Nov itself, that Order is on the way. This had the Fedex Tracking Number.
On 9th Nov, I was notified that the Fedex left the package in our Mail Package Hub with a passcode to pick it up. When i pick up the Order, i could sense the package from the xfinity was quite light. I sensed that the phone could be missing from the delivered package at the Hub. I did not see the Xfinity package in itself not tampered with and most likely the phone itself was not packaged into the shipping order during the shipment at Xfinity Fort Worth Center.
Suspecting that phone is missing, i recorded the unpacking of the Xfinity package. The Phone was missing. It only included a SIM card and tool to retreive SIM.
I immediately contacted Xfinity Service Team on Chat. The Rep provided me a Case Number and asked me to await for 72 Hours for the Xfinity to respond back.
I have not been given any further information on the phone delivery or the next steps on the missing Phone.
I have ordered phones earlier and did not have this experience earlier. Looking in this forum this seems to be a regular occurence.
I am looking forward for speedy redressal of the same and delivery of the phone.
XfinityVianney
Official Employee
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870 Messages
3 months ago
Hi, @user_ef9e45. Thank you for reaching out and for being so detailed with your post. That is certainly not a good situation, and I am sorry to hear about the trouble. I think contacting the mobile team right away was the smart thing to do. I'm confident they'll be able to help clear this up. We are able to help you here with all residential services like home phone, home security, cable, and internet. Due to account security, we are limited with what we can see or do with mobile accounts. I see they opened a ticket, so they should be working on this now. Have you heard anything back yet?
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