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user_bepwil
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09/26/2026 8:07 PM

Equipment sent to wrong address

When I first purchased Xfinity, the equipment was sent to the wrong address. I went in person to a local Xfinity store who gave me the physical equipment, but not I am getting charged for unreturned equipment that I cannot retrieve. How can I go about this?

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Updated 

7 days ago

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EG

Expert

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121.8K Messages

7 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityChristy

Official Employee

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3.2K Messages

7 days ago

 

user_bepwil Hello, and thank you for reaching out through our Xfinity Community Forums. I'm sorry to hear you're being charged for equipment that was shipped to the wrong address. I'd be happy to review the account and see what happened when the replacement equipment was issued by the local store. Please send me a Direct Message with your full name and service address, and I'll take a closer look for you.
 

How to Send Us a Direct Message:

  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. An "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.

For an example of how to send us a Direct Message, check out this link.

How to: Direct messaging within the forum | Xfinity Community Forum

 

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