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user_1bk0vm
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10/12/2026 4:55 PM

URGENT!! Iphone Delivery Issue - Need xfinity supervisor

I purchased a new iPhone through Xfinity. I specifically arranged through an Xfinity representative for FedEx to deliver after 4:30 PM because I work during the day.

FedEx attempted delivery this morning despite that request.

I have spent hours contacting both FedEx and Xfinity. Each company tells me the other is responsible. Neither will resolve the issue.

I am concerned that my iphone will be returned and that I may lose my original purchase terms or promotional credits.

I need an Xfinity Mobile escalation specialist to take ownership of this problem, arrange a delivery or pickup solution, and provide a case number. I also need written confirmation that my original pricing and promotions will be protected if the phone is returned.

Please have an Xfinity Mobile escalation specialist respond to this post so I can provide my account information privately and get this resolved immediately.”

Question

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Updated 

6 days ago

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XfinityCliff

Official Employee

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765 Messages

6 days ago

Hello @user_1bk0vm, and thank you for reaching out and sharing your experience on our Xfinity Community forums. 

I understand why you’re worried about this, especially after you tried to arrange the delivery around your work schedule.

The good news is that one missed delivery attempt doesn’t mean the phone is immediately being sent back. FedEx will generally make additional delivery attempts, and you may also have the option to have the package held at a FedEx location for pickup.

I’d check the FedEx tracking page to see if they’re giving you a Hold at Location option. If you see it, follow the prompts to choose an available pickup location.

Once FedEx confirms the package is actually ready for pickup, the account holder can head over with a government-issued photo ID and sign for it.

FedEx controls whether that option is available for each shipment, so you may not see it right away.

I also understand why you don’t want to risk losing the pricing or promotion you originally signed up for.  That’s something we’d want to look at specifically rather than giving you an answer without seeing the order.

Please send us a Direct Message* with your full name and complete service address, and we can review the situation more closely with you.

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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