Visitor
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1 Message
Getting Charged for non-existent Unreturned Equipment
Hello, I'm reaching out to ask about the billing for my account. We have been with Xfinity for a few years now. About 3-4 months ago, we upgraded our plan and this new plan came with a free modem/router which we have installed. But we started getting a message to return the old modem/router. The thing is we never got or used an old modem/router. We were using an Arris surfboard modem and a nighthawk router from best buy that I bought on my own. I reached out to customer support last month and they said they would fix it and we would stop getting those messages. Now, we are getting charged an extra $15 for equipment rental. The modem is supposed to be free. What's going on and can it be reversed?
XfinityRoberto
Official Employee
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2.1K Messages
2 hours ago
Hi there and welcome to Comcast. Thank you so much for reaching out to us about the message you received about the modem and the extra $15 charge on your bill. You are in the right place and we are happy to assist you today.
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 forums page.
Here's 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
Let me know if you have any questions.
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