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Jglo90
1st Topic

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2 Messages

Thursday, January 15th, 2026 5:25 PM

FedEx Package Damaged in Transit

I placed an order on Xfinity mobile for a new phone on 12/29/25. This said phone has been damaged in transit and Xfinity is doing nothing to rectify the situation. I both went into an Xfinity store and called the support number and they've both stated I have to 'wait for the FedEx tracking to update' when the last update CLEARLY STATES damaged in transit - unable to deliver. FedEx states that Xfinity has to handle this problem, as the shipper, yet they refuse to acknowledge the problem. I need this order canceled or I need a new phone sent to me. 

FedEx tracking number: 

[Edited: "Personal Information"]

Friday, 1/2/26
10:08 AM
Shipment exceptionUnable to deliver - Damaged package
SPARROWS POINT, MD
10:08 AM
Delivery exceptionDamaged, handling per shipper instructions
SPARROWS POINT, MD

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3 days ago

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XfinityChristy

Official Employee

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2.7K Messages

18 days ago

I am incredibly sorry to hear about the runaround you’ve experienced. It is completely understandable that you’re frustrated; you shouldn't be left caught in the middle between the carrier and us. This is certainly not the level of support we strive to provide. I want to step in and get this moving in the right direction immediately. I would like to get a ticket over to our Corporate Escalations Team to ensure this is prioritized and resolved, whether that means a replacement or a cancellation.

Please send us a Direct Message with:

  • Your full name

  • The service address associated with your account

Once I have those details, I will get to work on this for you right away. We appreciate your patience while we fix this.

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user_lvhnx6

Visitor

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3 Messages

I am having the same problem and this needs to be solved ASAP

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6 days ago

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XfinityAlfonso

Official Employee

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2.3K Messages

Hello user_lvhnx6 thank you so much for reaching out here on our Forums, and for letting us know a little of what's going on! 

 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and we can get started anytime.

You can also use our direct messaging link here once signed in: https://forums.xfinity.com/direct-messaging

 

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

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6 days ago

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user_lvhnx6

Visitor

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3 Messages

I already filed a complaint with federal consumer rights

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6 days ago

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XfinityAlfonso

Official Employee

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2.3K Messages

Thank you for letting us know user_lvhnx6 , and if that is the case, we'd like to ensure that regulatory complaint is connected to your account.  We see you've reached out 1-1 with us, and we can use that venue to locate your account and make sure things are properly notated. 

 

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

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6 days ago

user_ym5o9a

Visitor

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1 Message

3 days ago

This has also happened to me. I have yet to hear a proper response. 

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XfinityThomasA

Official Employee

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3.2K Messages

Thank you for your feedback, user_ym5o9a. You've come to the right place for help. If you could please send a direct chat message with your full name and complete service address to “Xfinity Support”, I'd be happy to look into this with you. To do so, click on the chat icon located at the top right of this forum's page.


Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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

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3 days ago

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Jglo90

Visitor

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2 Messages

Someone from corporate reached out to me 10 days after a ticket had been created (on the phone, it took 2 hours for the person assisting me to figure out how to create a ticket with the shipping department. The ticket started with ECM and could not be found by looking it up on the website). They said absolutely no progress had been made on the ticket and it was automatically escalated to corporate. She canceled the order for me and refunded my down payment. Unfortunately, I have to wait another month before I can place a new order, since I've to wait till the next billing period for the phone to fall off of my account. I'm going into a physical store to place a new order, I would recommend anyone going through this to do the same. The entire process was a giant headache. 

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3 days ago

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