New Poster
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7 Messages
Cant remove old cable box from my bill
Going back to somewhere around 2015 my son lived with us. At some point he wanted to upgrade, which I was not aware of. Once I found-out I said 'No !'
As a result, you, the cable company were expecting to receive the cable box to complete the upgrade, which never arrived. Therefore, you added the cable box to our bill.
Once I contacted you and explained all of this, you said once I actually do an upgrade and hand the box in that will come off of the bill automatically.
A few years ago I did do an upgrade. I have a new cable box and a new router. In fact, I went to the Xfinity Store locally so I can hand - in the old box.
Here I am today now, I still have this old box on my cable bill. I have tried two times through chat to get it fixed - each assured me it was taken care of.
However, I look at my balance today and it is still showing a balance reflecting that old cable box portion of my bill.
I want that removed from our bill - plain and simple !!
Like I said, recently I have tried the online live chat two times to get this fixed -- still not removed !!
rah618
New Poster
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7 Messages
19 hours ago
I noticed I have been posting this same question - related to the exact same problem - since around 2023. As of today, Oct 9, 2026 Nothing Had Been Resolved,
and nobody from xfinity contacted me related to this problem. I guess soon I'll just have to get a lawyer involved to resolve this matter.
It's almost like they got the box back and want to get paid for it too -- Not Happening !!
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rah618
New Poster
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7 Messages
19 hours ago
Does anyone even Read this forum ? What's the point ??
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XfinityJeniece
Official Employee
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4.5K Messages
15 hours ago
Hey there, @rah618, thanks for reaching out through Xfinity Forums regarding your cable box. We would be happy to take a look at your billing details to ensure you are being billed correctly. Can you please send us a direct message with your full name and your full address?
How to Send Us a Direct Message:
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.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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