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arcagaming
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10/09/2026 7:43 PM

Cant even upgrade my phone

A week ending with today of fighting with xfinity about upgrading my phone which is eligible for it for the new 18 pro max, takes my money then glitches out on my end and agents end im sick and tired of xfinity and their [Edited: “Profanity”]  infrastructure i just want to upgrade my phone!, but nope throw a 7 year customer into the back burner for 10 days with no solution, im stuck with a phone i do not want anymore because i run a business and it is useless to me iphones are built for business and i need one, P.S Im a software engineer and this is sad that they [Edited: “Profanity”]  their infrastructure and website, other than that im calling it quits with xfinity for good i will be letting anyone that comes into my IT Business to get far away from xfinity.

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58 minutes ago

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XfinityCliff

Official Employee

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749 Messages

58 minutes ago

Hello @arcagaming, and thank you for reaching out on the Xfinity Community forums!

That's definitely not the experience we'd want you to have when you're simply trying to upgrade your device. After all the time you've already spent working on this, we'd be happy to put some additional eyes on the issue and see how we can help.

If you'd like us to assist, please send us a direct message with your full name and service address so we can look into this further.

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

Click Here For an example of how to send us a Direct Message.


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