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user_o0vrl8
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Sunday, July 13th, 2025 3:43 AM

Delayed shipping failed

Ordered delayed shipping for next Thursday as my move-in date isn't until then, got a notification that my gateway was delivered today?

The box is currently sitting out in the open and I am not responsible for it being stolen or damaged in the weather for being delivered a week early. Would Xfinity send me a new one for free if it was stolen or damaged?

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Updated 

12 hours ago

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XfinityThomasA

Official Employee

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2.5K Messages

13 hours ago

 

user_o0vrl8 - That’s a great question—and absolutely, yes! If anything comes up, we’ll make sure you’re fully supported with replacement equipment and everything you need to stay up and running smoothly. Our team would also love to follow up with you after the installation to make sure everything’s working just right and that you’re completely set up for success. Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

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user_o0vrl8

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2 Messages

@XfinityThomasA​ I have sent my name and address to you. I want to know how to get the replacement if the package was stolen and damaged 

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12 hours ago

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