refund for wifi extender that I never received

I ordered a WiFi extender for $119 in Nov 2025. The item never arrived. In January 2026, I spent over an hour on your app communicating with multiple customer service representatives to request a refund. I had to explain the situation repeatedly to different agents before finally being assured that the refund would appear on my next statement.

My current bill reflects a refund of $0.01.

I don't want to go through the app again. Can someone review the order and billing records and issue the correct refund?

Thanks for your help.

Responses

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Accepted Solution

XfinityMatthew

Official Employee

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1.6K Messages

21 days ago

Hello @user_neawkr Thanks for reaching out. We would be happy to check into this refund for you. I am sorry it has not already been taken care of on previous attempts. Can you please send us a direct message with your full name and service address to get started.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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user_neawkr

Visitor

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2 Messages

Worried when I was directed back to what appeared to be a digital agent. Responses were a little slow but passed over to a human who sorted it out and I see I have a refund. A little faith restored in Xfinity. Thanks.

14 days ago

0

XfinityKam

Official Employee

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91 Messages

Hello @user_neawkr Thank you for working with us! I’m glad we were able to issue a refund for the WiFi extenders you did not receive, which were originally set for in-store pickup. It was our pleasure to assist you with this matter. If you ever need any assistance, please feel free to create a new post. Wishing you a great week ahead!

I am an Official Xfinity Employee.
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12 days ago

0

EG

Expert

•

116.8K Messages

21 days ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

Billing

user_neawkr

refund for wifi extender that I never received

XfinityMatthew

user_neawkr

XfinityKam

EG

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