Visitor

 • 

2 Messages

Wednesday, August 20th, 2025

customer service

Ordered replacement phones on 7/29 that were shipped 7/30. On 7/31 the phones got to FedEx and have not moved in 21 days. Opened a support ticket that keeps getting extened every 24-48 hrs with no resolution. How can we close the ticket so I can reorder the devices?

Oldest First
Selected Oldest First

Official Employee

 • 

937 Messages

2 months ago

Hello @user_05z172 Have you reached out to FedEx to see why they have them still? They do require a signature from someone over 18 so if no one was home after multiple delivery attempts they hold the package. 

Visitor

 • 

2 Messages

Yes. FedEx closed the lost item ticket after two days and said to contact the shipper. Package tracking stopped being updated at the distribution center. Never made it out for delivery to my address.

Official Employee

 • 

937 Messages

@user_05z172 Thanks for confirming that for me. If you could send us a direct message with your full name and the service address we will get a ticket sent over to our Xfinity Mobile Escalations team to get a replacement for the shipment. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 

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
forum icon

New to the Community?

Start Here