Visitor
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2 Messages
Unreturned Internet Equipment has been charged incorrectly
Hi,
In my Aug 2025 bill, $15 unreturned Internet Equipment has been charged incorrectly.
I received text messages from Xfinity a couple of times and was told that I need to return the broken internet gateway. However, I didn't have the broken gateway, as an Xfinity service engineer retrieved it after replacing the gateway during a service visit.
Moreover, I have already contacted the customer service twice and told them to correct my gateway information in the Xfinity system and not to charge me an unreturned equipment incorrectly.
But now I'm seeing the incorrect charge of unreturned equipment in my Aug bill (attached below).
Please please correct this and process a refund for me. Please correct my gateway information so that I will not be charged for it again.
[Image Removed: "Personal Information - Account Number"]
Thank you.
XfinityJohnG
Official Employee
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2K Messages
12 days ago
Thank you for reaching out here @user_jw95. I will be happy to look at those charges and equipment issue for you from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
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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