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user_yddh8z
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10/07/2026 2:58 AM

Received 1st bill before I even received and activated gateway

Order placed for Internet but hadn’t received gateway after 10 days. Multiple calls and finally went to store 10/1/26 to pick up equipment and activated that evening.


I activated using the app and while waiting for the process to finish I was surprised to see I already had a bill for service period of 9/28-10/27/26. It might be just a 3 day difference but why? I want my service dates to align with my actual use (activation date).I know I can adjust my due date but that doesn’t fix the issue. I don’t think I should need to pay for days I had no gateway

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4 hours ago

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XfinityAldrik

Official Employee

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2.8K Messages

4 hours ago

Good evening @user_yddh8z! If I placed an order and didn't receive the equipment needed to activate service for several days, I'd want my bill to be adjusted for the days without service. We'd like to take a closer look at the account.

 

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:

  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.

 

You can see how to send us a direct message here.

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