Visitor
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1 Message
Horrible replacement phone activation experience
I just got a replacement iPhone from apple for one that was lost—fantastic experience, got the new phone the day after I submitted a claim. Getting it activated? The absolute opposite. Tried to activate on the website—directs me to activate in app. Try to activate in app—immediate error when it goes to send one time code (OTP). Tells me to chat. I’ve now been chatting for TWO HOURS just to activate a replacement phone and have been transferred to 6 different people. The last person said they created an “escalation ticket” and that it would be looked at in 3-4 hours. Are you kidding me? As soon as I said how deeply frustrated I am with the support experience I immediately got transferred to a new person who couldn’t even do anything because they worked in sales. Each time they have to review the notes again. This is a joke. Truly some of the worst customer service I’ve experienced.
XfinityRichard
Official Employee
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2.3K Messages
2 days ago
Hi there, @user_2wqjj3 ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are experiencing trying to activate your replacement phone. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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