New Poster
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8 Messages
Can't order a new phone, trade-in tied to a canceled order.
Hello, I’m unable to complete the trade-in for my old phone when I order a new phone. I believe it’s because the trade-in is associated with a canceled order. How can I get this resolved? I have called, chatted and went to the store. Is there someone that can help?
Edit 09/23/2025:
Since there has been no response by Xfinity to our post, and no one at the store on the phone or chat can fix or escalate this issue, we filed a complaint with the FCC. Xfinity can't hold this phone hostage because you failed to account for the instance where an order is cancelled!
XfinityChristy
Official Employee
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2.4K Messages
15 days ago
@musikeek I am so sorry to hear about the trouble you're having with your phone trade-in, and I completely understand your frustration. It sounds incredibly frustrating to have an issue that you've tried to resolve through so many channels. I'd be more than happy to look into this for you. Please send us a direct message with your full name and the service address on your account. We'll do everything we can to get this sorted out.
To send a "Direct Message":
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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