Skip to main content
user_j2hsyq
1st Topic

Visitor

 • 

3 Messages

Sunday, August 9th, 2026 2:25 PM

Closed

TV box charge

Billing question on a residential account in Florida. I have an unreturned TV box charge for equipment that isn't in my possession, agreed for removal on several past calls but it keeps returning. I'd also like to discuss seasonal plan options. Could someone pick this up by direct message? Thank you,
[Edited: "Personal Information"]

Question

 • 

Updated 

36 minutes ago

 • Edited

32

2

0

Oldest First
Selected Oldest First
XfinityEricB

Official Employee

 • 

3.5K Messages

17 days ago

 

user_j2hsyq Thanks for reaching out to us about the box charge returning after having the box removed for a short time. Was the box returned, or lost? When we put in a ticket to have it removed a team does a search in our system for the device, but if they can't find it within our system as returned it would return if the request to remove wasn't completed correctly for the condition of why it was removed. 
 
For a seasonal hold on an account you can set them up here Seasonal Management - Vacation Holds - Xfinity, and we are happy to answer any questions you may have about them. 

 

3

0

user_j2hsyq

Visitor

 • 

3 Messages

Thanks Eric. Neither, and I think that's exactly why the removal keeps failing.

The box was never in my possession. It was issued in connection with a tenant roughly four years ago, and the tenant states they never received it. I have never had it, and my property manager has searched the property and not found it. So it wasn't returned by me, and it wasn't lost by me — it was never delivered to anyone who could return it.

My guess is that previous tickets were submitted as "lost," the system search then found no return record, and the charge reinstated each time. Could you please:

- Submit the removal under the correct condition for equipment that was never delivered / is unrecoverable, rather than "lost" — and tell me which condition code you used, so I can reference it if it recurs.
- Check what condition was used on the other three boxes. There were four on this account originally; three were removed successfully and have stayed removed. Whatever was done for those three is what I'm asking for on the fourth.
- Confirm the serial or MAC number of the device removed.
- Credit the charges billed for it. Your own bill states the equipment is inactive, and it has been billed at $14/month for roughly four years (I think).

Separately, my plan questions weren't answered, and one of them decides which option I pick, so I'd rather not self-enrol at xfinity.com/seasonal until I know:

- I have Xfinity Mobile, and my bill states I'm not paying the $25/line access fee because I hold other Xfinity services. Does a Seasonal Convenience Plan or Seasonal Internet Suspend still count as an active Xfinity service for that waiver? Please answer this one specifically.
- If it does not, what is the cheapest active internet tier on my account and the total monthly cost?
- My seasonal program ended on 1 July — was that an end date I set, or the calendar-year allowance? Can I re-enrol now, and if not, from when?
- My 12-month $30 promotional discount ends 20 November 2026. What rate applies after that, and what promotion can be applied?

Happy to keep the general discussion public, but could you open a direct message for the account-specific parts? I'd rather not post my account number and address on an open forum.

17 days ago

0

user_j2hsyq

Visitor

 • 

3 Messages

I believe I set the seasonal end date myself, expecting to return in July. My return is now delayed and the property will stay empty for some months — so I'd like to re-enrol or extend.

17 days ago

0

XfinityEricB

Official Employee

 • 

3.5K Messages

 

user_j2hsyq I'll be happy to review the account, and assist with all concerns. For the seasonal hold question in reguards to mobile, yes even when on seasonal the account still remains in active status for the mobile account to prevent the $25 charge. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

How to direct message within Forums https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

17 days ago

0

XfinityFrank

Official Employee

 • 

2.6K Messages

36 minutes ago

@user_j2hsyq, we want to thank you for reaching out on the Community Forum for support with your equipment issue. We are glad we were able to resolve your issue, work on your rates and provide information on the Seasonal Plan and Mobile service. Never hesitate to create another public post for any of your future account and service needs!

0

0

forum icon

New to the Community?

Start Here