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user_6g318y
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1 Message

11/01/2026 6:58 PM

Need help identifying an inactive equipment charge

My bill lists an inactive TV equipment item that the online Devices and Returns pages do not identify. Xfinity Assistant could not tell me the device serial number, and its live-agent connection failed. Could an official Xfinity Support employee invite me to a private message so I can confirm the device ID and return or billing steps? Please do not change my service or equipment yet.

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1 hour ago

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XfinityMarcus

Official Employee

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2.5K Messages

1 hour ago

user_6g318y thank you for using the Xfinity Community Forums page to reach out today. Let's address your billing together to see what this charge is in relation to. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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