Visitor
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9 Messages
Internet/Voice Equipment erronously in bill
In my bill, in the "Equipment & services" section, there is an item "Internet/Voice Equipment". It says "Qty 2 @ $0.00 each". But, I do not have any Xfinity equipment.
The plan I originally signed up for was "Connect INTERNET" which included "Xfinity Flex Service" at no extra cost, and when signing up I declined the Xfinity modem/router and instead used my own modem and router. I was sent a Flex box but never connected it and thus never used the Flex service. Later, I switched plan to "Xfinity Internet Essentials" and was told that plan was incompatible with the Flex service and I had to return the Flex box I did return the Flex box to the Xfinity store, and thus no longer have any Xfinity equipment.
So, why does the bill say I have "Internet/Voice Equipment" in quantity 2?
Official Solution
CC_Tony
Retired Employee
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1.4K Messages
4 months ago
@user_0d6225, thank you for working with us via DM. I really appreciate your patience and am glad we were able to get this fixed. May the new year bring treat you well!
Solution: There was a free gateway rental listed on the account in addition to the customer's owned modem. There was not any leased equipment associated with the account, so we removed the code. Future statements should show 1 piece of owned equipment @$0.00.
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XfinityChelseaB
Official Employee
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1.6K Messages
4 months ago
Hello @user_0d6225, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. It sounds like its referring to your owned devices and that's why the charge is $0.00 since your not charged for using your own modem. Just to make sure if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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