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user_fxm01n
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2 Messages

Saturday, May 9th, 2026 1:37 AM

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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6 hours ago

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XfinityQue

Official Employee

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614 Messages

6 hours 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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