New Poster
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4 Messages
Getting Started Kit Hasn't Shipped Yet
Hello,
My getting started kit hasn't shipped yet. I am moving to a new address, so I needed to transfer my internet service. My order to transfer to a new address was on March 9th. I received an email confirming the order, but nothing has happened since. I need to return my old router within ten days of my initial order, which was also on March 9th. It's been a week, but nothing since.
In the meantime, should I return my old router to an Xfinity store before the 19th? I need internet access in my new place since my education is online.
Thank you.
EG
Expert
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110.1K Messages
1 year 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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XfinityNicolas
Official Employee
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1.1K Messages
1 year ago
Hey Kemper37, thanks for reaching out to Xfinity Support on our forums and taking us to the new place! Thank you as well EG for bringing this to our attention. Is the move to a different part of the country or different state? If not, you shouldn't need a new modem unless it isn't compatible with the plan that was picked. I can certainly check on the shipping and the order if you can send us a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the 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 which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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