Visitor
•
1 Message
"unused equipment"
Hello, I upgraded my Internet service a few months ago and received an Xfinity modem included with the $55 monthly plan. Before this I was using my own modem.
Now I keep getting text messages saying to return my unused Xfinity equipment and I keep getting overcharged $15 a month for an extra modem I never had.
I've called and messaged support on 3 different occasions and every time they said they'd fixed the problem, I wouldn't get any more texts about unused equipment, would be credited what I was over charged, and would not be charged for this again.
This has not happened, and I don't know what to do.
XfinityMatthew
Official Employee
•
1K Messages
20 hours ago
Hello @user_smimos Sorry to hear you've been getting charged for a modem you don't have. Please send us a direct message with your full name and service address. We would be happy to look into the account and see what is going on with it.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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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