Being charged for stolen router

When I first signed up for Xfinity, I had them send one of their rental modems to my apartment. The modem was delivered but was unfortunately stolen off my front porch while I was at work. I called and explained the situation and they sent another modem. My issue is, I’m still being charged for the rental modem that was stolen off my front porch. If I call and explain the situation, will they try to charge me for the cost of the stolen modem?

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XfinityQue

Official Employee

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691 Messages

1 month ago

user_fxm01n, Hello there and thank you so much for reaching out. I completely understand your concerns and honestly I've seen that happen so many times with customers over my years. I do want to apologize about your experience and do know that it can happen but I also want you to know that every single gateway we own is always recoverable. I am happy to be of assistance. Can you please send us a DM? You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and complete service address to help us locate your account. Let me know if you have any questions.

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user_fxm01n

3 Messages

2 days ago

I am still being charged for the equipment. I was told last month by a few individuals online that it was removed from my account. I’d love for this to be cleared up asap.

Thank you

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XfinityOrlandoM

Official Employee

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3.4K Messages

@user_fxm01n

We do apologize for any inconvenience, and I'll be happy to get these charges removed for you.

Get started at least send me a direct message coding your first and last name and complete service address.

Here are the detailed steps to direct message us:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace 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 day ago

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user_fxm01n

Being charged for stolen router

XfinityQue

user_fxm01n

XfinityOrlandoM

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