Feedback Regarding Moving Order, Equipment Delivery, and Customer Support Experience

Hello Xfinity Customer Support,

I’m writing regarding a frustrating experience I had while transferring my Xfinity service to my new address.

I submitted my move in advance and provided the correct date that I will actually be moving into my new residence. During the process, I intended to keep my existing equipment. However, I was later informed that new equipment would be shipped to me.

The issue is that at no point during the process was I clearly asked where I wanted the equipment delivered. Since my move-in date was still several days away, I did not expect equipment to be delivered to an address I do not yet occupy.

I was notified that the equipment would be shipped, but I was not initially provided with useful tracking information, a clear delivery address, or an opportunity to review or modify the shipment. By the time I received a notification that the order was on its way, I discovered that it was being delivered to my new address — where I am not currently living.

This created an entirely avoidable situation in which Xfinity equipment could have been left at an address I do not yet occupy and potentially lost or stolen. Presumably, I would then have been held responsible for that equipment despite having provided Xfinity with my correct future move-in date.

I attempted to resolve the issue through both the app and customer service. Unfortunately, the app did not provide an obvious way to modify or redirect the equipment order, and reaching a representative by phone was unnecessarily difficult. It took multiple attempts and approximately half an hour to reach someone. Once I did, the representative was unable to provide an immediate solution and submitted a ticket while the delivery was already in progress.

Fortunately, the delivery driver, Kerem, was extremely helpful. I was able to contact him directly and explain that I was still at my current address, which is only a few minutes from my new residence. He proactively worked with me to deliver the equipment to my current address instead and provided photos confirming the delivery. He was courteous, practical, and genuinely helpful when no other part of the process had been able to resolve the issue.

I would specifically like Kerem to receive recognition for how he handled the situation. His willingness to find a solution prevented the equipment from potentially being left unattended at an address I do not yet occupy.

I have now successfully received the equipment, so please disregard any ticket submitted by the customer service representative requesting assistance or replacement equipment. I do not need another device.

I am also asking Xfinity to review this customer experience. The moving process should clearly tell customers:

1. Whether new equipment will be shipped.
2. The address to which that equipment will be shipped.
3. The expected delivery date.
4. How to change or redirect the shipment before it is dispatched.

If a customer explicitly provides a future move-in date, equipment should not simply be sent to the new residence before that date without clear confirmation.

The app and customer support process also made what should have been a very simple issue unnecessarily difficult to resolve. There is a significant amount of information available in the app, but finding a way to address an active order or quickly reach someone who can actually make changes was surprisingly difficult.

I hope this feedback is reviewed both to improve the moving experience for other customers and to recognize Kerem for providing excellent service.