Being billed and asked to return router that was already in apartment before I moved in

Hi, I’m posting because this is now the fifth time I’ve reached out about this issue and it still hasn’t been resolved.

I’m being billed for service and for a router that I never ordered or used. The equipment was already in the apartment when I moved in, and I simply used the existing setup. I moved out on 7/20/25, yet Xfinity keeps charging me and sending “return equipment” notices.

I’ve spoken with several representatives by phone, but the charges remain and the account hasn’t been properly closed.

Please review my account and:

Remove the router from my name/account.
Close the account
Reverse all charges after my move out
Confirm that my balance is $0 and no equipment is owed.

I’d appreciate a written confirmation once this is resolved. T

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XfinityAdrienne

Official Employee

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1.7K Messages

3 months ago

Good Morning, @user_023ofk! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with the device that was at the location, I would be more than happy to look into the details with you. Can you please send us a DM to get started?

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

Here are 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

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user_0wz84x

Visitor

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1 Message

@XfinityAdrienne

Hello Xfinity, we all need clear answers to this issue. It is unfair and misleading to have a device already at the apartment complex, after disconnecting the service and moving out you are later asked to return a device that was never picked up from an Xfinity location. This is highly misleading, and the resulting harassment is harmful. We are simply trying to do the right thing.

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Reply

2 months ago

0

XfinityQue

Official Employee

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411 Messages

user_0wz84x, hello there. I understand your frustrations. If you moved into a Wi-Fi Ready unit, you are not responsible. However, in order for us to assist you, we will need to move this into privacy so we can authenticate and review your account. We apologized about your experience, but we can only help you if you allow us.

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