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user_hgh1dc
1st Topic

Visitor

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2 Messages

Friday, May 16th, 2025 2:22 PM

Box returns

I just have one questions and I can’t get ahold of a real person. I just need to know since I upgraded to unlimited wifi so I need to return my old box or can I keep it. I keep getting the automated lady and she doesn’t help no matter what buttons I click…. 

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Updated 

2 days ago

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XfinityKassie

Official Employee

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1.7K Messages

2 days ago

 

user_hgh1dc Good morning, Happy Friday! Thank you for reaching out to our Xfinity Forums Team for assistance with your equipment. I'm happy to help you get this ironed out this morning. When you upgraded to unlimited data, did you opt to get a new modem; and just haven't received it yet? Did you make any changes to your internet speed as well? 

 

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user_hgh1dc

Visitor

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2 Messages

I updated my wifi this morning. I just can’t remember if I need to/am going to receive a new box! I don’t think I upgraded my wifi speed, just how much WiFi I can use 

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2 days ago

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XfinityKassie

Official Employee

 • 

1.7K Messages

 

user_hgh1dc Gotcha! You should have received an email confirmation for your records that would have your order details. It would include if you were getting a shipment for new equipment.  I can take a quick look as well. Please feel free to send a Direct Message with your name and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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2 days ago

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