Visitor
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1 Message
Accidentally selected "customer-owned equipment," need to keep my existing Xfinity Gateway
Hi, I just placed an order to renew my existing internet plan and the order is still pending. During checkout, I accidentally checked the box for "I'll use my own equipment," thinking it referred to the Xfinity Gateway I'm already renting and currently using--not a separate, customer-owned modem I purchased myself.
Because of that, I'm now getting a notice to return my current gateway, which is not what I intended. I don't own a separate modem; I want to keep using my current Xfinity rental gateway exactly as is, with no equipment change. Please help me:
- Correct the equipment selection on my pending order so it reflects that I'll continue using my existing Xfinity rental gateway
- Cancel/remove the equipment return request tied to this order
The order is still pending, so I'm hoping this can be fixed before it processes. Thanks in advance for the help!
XfinityLinda
Official Employee
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2.6K Messages
6 hours ago
Oh, no! Sorry for the trouble with your order, @user_3v4cwa. You've reached the right place for help. We can get this adjusted for you. Please send a Direct Message with your name and service address.
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. A "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, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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XfinityChelseaB
Official Employee
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2.5K Messages
2 hours ago
@user_3v4cwa, I'm so happy we were able to get you taken care of tonight and find a promotion that works for you, so we can keep you as a loyal customer. If you need anything in the future please feel free to make another post and a Digital Specialist, Forums Expert, or community member will help you as soon as possible. I hope you have a great rest of your night and stay safe.
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