Skip to main content

    Support

    Offers

U
user_ry058z
1st Topic

8 Messages

Monday, March 4th, 2024 11:07 PM

Closed

Canceling the order

i was planning to order 1 simple router from Xfinity and now I am apparently getting a kit and when I tried canceling it, it did not work and now fedex says they are preparing to ship my order and I don’t want to anymore, please help me cancel the order 

Question

 • 

Updated 

1 year ago

593

2

0

CCJodie

Problem Solver

 • 

1.3K Messages

1 year ago

 

user_ry058z Hello, thanks for the post! When you order any kind of Xfinity equipment, it's going to show as Getting Started Kit. If you know you just orded a modem, then that's all that should be included. 

 

8

0

user_ry058z

8 Messages

Thanks, that takes quite a lot of stress off but, any tips on how I could possibly cancel the order?

1 year ago

0

CCJodie

Problem Solver

 • 

1.3K Messages

 

user_ry058z Gotcha! Is it possible to get the order through FedEx and then return it to a local store to avoid the unwanted equipment? 

 

I no longer work for Comcast.

1 year ago

0

user_ry058z

8 Messages

Would that mean I would have to wait for the order to arrive and then take it to a store when it gets here? 

1 year ago

0

XfinityVianney

Official Employee

 • 

2.1K Messages

Since the device has already left our warehouse, I won't be able to cancel it at this time, unfortunately. You would need to do that with the shipper. I understand the FedEx app/site is giving you some trouble, and I'm sure that has been frustrating. I would reach out to their other support paths if possible to cancel. If that doesn't provide the results you need, you could reject the package on arrival.
You could also accept the package, and you can then return it. This can be done at the local Xfinity store, at the UPS store (without the FedEx Box as they scan the device itself), or online. You can visit this link to review all of our options https://www.xfinity.com/support/articles/returning-your-equipment. Were you having trouble with your equipment? If I may ask, is there a reason you wanted to cancel the order?

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 a reply as the Accepted Answer.tick

1 year ago

0

user_ry058z

8 Messages

I canceled last second because I wasn’t sure if I had all the right stuff to begin with And my family just told me that they’ll upgrade the speed of our current modem instead of us having to order another one.

1 year ago

0

CCJodie

Problem Solver

 • 

1.3K Messages

1 year ago

 

user_ry058z Glad that was able to lesson the stress! While on the Fedex site, with your tracking number, is there any kind of stop shipment at all? Also, when did you create the order?
 

1

0

user_ry058z

8 Messages

I downloaded the app to see if I was able to cancel it there but I wasn’t able to, it only shows me the tracking when I put in the tracking number, and I was going to order it yesterday but I wanted to cancel last second and I ended up getting an email that I canceled it but today at 4:01 PM eastern time I got an email saying that the equipment is on its way.

1 year ago

0

forum icon

New to the Community?

Start Here