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user_aqepca
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7 Messages

Monday, February 23rd, 2026 9:52 PM

I purchased a new S25FE and it's defective (will not activate 15 days) and they will not accept for replacement?

I've been a customer for 25 years and I went into a xfinity store and purchased a new phone. Spent 3 hours in store and it would not activate. Took it home and spent another 14 hours and two days on phone with 12 different people and mobile phone advanced support. I took phone back to store I purchased from and they would not give me a receipt for phone being in their possession nor give me a new phone to replace this defective one.

I ended up opening a Dispute with Chase bank and they cancelled the $700 payment after reviewing my documentation, screen shots, and text messages .

All I wanted was for xfinity to give me a new working phone and take back this defective one that would not activate. I can see why over 200,000 people have left xfinity in 2025 due to lack of customer service.

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11 days ago

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user_aqepca

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7 Messages

12 days ago

No response Xfinity?

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XfinityShawn

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2.2K Messages

 

user_aqepca This isn't the experience we want you or any other customer to have, and we are glad you brought this to our attention. Do you still currently have the phone since your bank canceled the payment? I just want to confirm. 

 

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.
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12 days ago

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user_aqepca

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7 Messages

Turn my s20fe back on now please!!! You shut it off yesterday afternoon now i have no phone to make calls or receive texts. 

I am trying to return the s25. The store would not take it back. That is why i had chase stop payment! 

I want you to turn on my s20fe and i want to return the s25fe. This is terrible customer support!!!!!!!!!

I guess you do not want my business anymore?

[Edited: All Caps]

(edited)

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11 days ago

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user_aqepca

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This is almost three weeks, waiting for Xfinity to take back the new S25FE. Now you shut off my S20 that was working? Why???

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11 days ago

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XfinityJon

Official Employee

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1.2K Messages

We can certainly assist you further.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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11 days ago

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user_aqepca

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7 Messages

Can you turn my S20FE phone back on now???? I cannot make or receive any calls or texts.

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11 days ago

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