1 Message
equipment stolen
I upgraded my gateway through Xfinity through an offer to upgrade for free. I can see that the package was delivered to the mailroom at my apartment building but I can't find the package anywhere. I asked my neighbors and everyone said they haven't seen it and didn't take it. So, someone stole my router right after it was delivered.
Is it possible to get the stolen router's information off my account and get a new one sent?
EG
Expert
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110.3K Messages
9 months 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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XfinityAlfonso
Official Employee
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1.6K Messages
9 months ago
Hello user_k9eddk We're so sorry this happened! The router does have to be activated at the address it was sent to, so it won't be usable. Please reach out 1-1, so we can file that appropriately and get a new modem to you.
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.
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