my phone wont ship

I recently got Xfinity Internet in the new home I moved into. Seen they had a promo going on with Xfinity Mobile and decided that i would love to partake. Made an order for an IPhone, verified ID and received an email that my phone wouldn't ship until my Internet was activated. Not a problem.. Activated my internet next morning and proceeded to place another IPhone order because of the buy one get one free line promo. Its been going on 5 days now, no confirmation of these two IPhones and no shipment. I've talked to numerous reps that say it will take a couple hours for the their system to tell them that my internet is activated before my phones could ship and all its been is just lies on lies. Whenever I call Mobile Support they tell me to call Internet Support and then when I call them they tell me contact Mobile Support. Worst Customer Service I've ever dealt with. Phones were supposed to be a Christmas gift for my children so just complete bummer. It's ridiculous how Xfinity could have Customer Service Reps that cant even help with this problem.. All relies on a computer to update that i have my internet activated. No one can push my order through they all just say you'll get your email shipment in a couple hours.

Responses

user_6359IM

1 Message

1 month ago

I’m also waiting on mine that was supposed to be for my daughter I prepared for it as well and it hasn’t shipped or sent me an email but on the app it’s ready to activate with a phone number. I’m not happy

XfinityBillie

Official Employee

•

3K Messages

@user_6359IM Thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand the frustration if you are waiting on the phone and haven't even received the tracking information. Our team would love to look into this and further assist you. To get started, please send us a DM to Xfinity Support with your full name and address.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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1 month ago

XfinityRay

Official Employee

•

2.4K Messages

1 month ago

Hello, @user_b571nn! I apologize that there has been no updates on the phones and that they did not arrive before the holiday. I understand that is both frustrating and disappointing to go through. We would be happy to further help.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

(edited)

Devices

user_b571nn

my phone wont ship

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user_6359IM

XfinityBillie

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