If you're having trouble with your device, we're sorry to hear it. We'll help get you back on track.
Understand your issue
To better understand what might be happening with your device, our device troubleshooting site will walk you through common issues.
If your issue is service-related, such as connectivity to the network, contact us via chat.
Understand your device warranty
Here are some things to know about the manufacturer warranty that covers your Xfinity Mobile device:
- Your warranty is valid for 12 months from the purchase date.
- The warranty only covers manufacturer defects, like an electrical or mechanical malfunction. Physical damage caused by outside forces, like water damage or a cracked screen, isn't covered by the warranty.
- If you have AppleCare+, you can contact Apple at 1-800-275-2273 or visit support.apple.com.
- If you are on our latest plan with Mobile Plus, you have XMC Plus, your mobile phone and the connected devices (smartwatches and tablets) on your Xfinity Mobile account have coverage under XMC. See How do I file a claim through Xfinity Mobile Care (XMC)?
- If your 12-month warranty is expired, but you have XMC, see How do I file a claim through XMC?
During the first 14 days you own your device, you can contact Xfinity Mobile for warranty support. After 14 days, please contact your device’s manufacturer for warranty support. They can provide information about obtaining service or exchanging your device, if needed.
Note: You should remove your SIM card and backup your device before shipping it to a manufacturer for warranty support.
Apple
Visit the closest Apple store or call 1-800-692-7753.
Samsung
Visit a Samsung Authorized Service Center or call 1-800-726-7864.
Visit a Google Authorized Service center or contact Google. Google also offers device chat support by selecting Settings > Tips & support, then Contact Us > Chat.
Motorola
Call Motorola at 1-800-734-5870.
About your warranty after a replacement
The new device will retain the remaining period of your original 12-month warranty, or 90 calendar days from when the device was replaced, whichever is greater.
Have questions?
If you have any issues regarding your warranty, contact us via chat. Our specialists are happy to help.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.
