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user_e7d669
20th Anniversary celebration
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3 Messages

Thursday, June 1st, 2023 8:30 PM

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Equipment shipped to new house before I will move

I am moving back to the US in another 3 weeks, and just worked with a sales rep via chat to set up service to be available after arrival.  Even though I thought I was clear that I wanted to schedule delivery of the equipment around the 19th or 20th of June, I received an email showing that my equipment order had been shipped and is supposed to be arriving at my new house (which is currently vacant) today.

I can't get a hold of any agents via chat, and I don't want to make a long overseas call to get this resolved. Is this help forum able to provide any assistance?

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Updated 

2 years ago

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XfinityRoberto

Official Employee

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1.7K Messages

2 years ago

Hello and welcome to Comcast @user_e7d669. I want to thank you for giving us this new opportunity to work with and your family for all of your entertainment needs! I am sorry to hear that your equipment was shipped out early than what you expected. Normally we recommend a week close to your move date to place the order. This way the equipment gets there on the week that you are going to be arriving. 

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user_e7d669

Visitor

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3 Messages

@XfinityRoberto​ 

What, if anything, do you recommend I do at this point?  I won't be in the country for another three weeks. While I can hope that the delivered equipment is still there on the porch - I don't feel like hope is a great plan. 

I've got a family that will be doing online schoolwork and potentially working from home as soon as we land, and was planning to have this available immediately when I arrived.

My two big questions - am I potentially on the hook if the equipment is missing when I arrive?   And, if it is missing, am I able to secure equipment the same day from a local Xfinity office?

I'm a bit frustrated because I felt like I was very clear in the chat when trying to set my service up.  It seems apparent that I was clear enough with the sales representative, as they understood not to activate/start billing me for my service until the 20th of June (because I wasn't going to be living there yet).

2 years ago

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XfinityRoberto

Official Employee

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1.7K Messages

Yes, the modem will be available to pick up if by any chance it goes missing. If it does go missing, please reach out to us. 

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
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
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

2 years ago

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

2 years ago

I understand your frustration @user_e7d669, I work from home and I have kids that do online school, so I know how important it is for you to have service working once you are home. 

What I would recommend is, if the equipment by any chance is missing you can reach out to reship the equipment back to you or you can also visit the local store near you and pick up the equipment. 

Is it just Internet that you are getting installed or do you have TV service as well? The only reason I am asking is becuase local Xfinity stores do not carry some TV boxes. 

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user_e7d669

Visitor

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3 Messages

@XfinityRoberto​   

We are only getting internet service, so hopefully the router/gateway is common enough to replace. 

Thank you for helping to clarify.

2 years ago

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