U

Visitor

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1 Message

Mon, Apr 19, 2021 5:29 PM

Have not received new setup equipment

We bought a new house and started service on 4/9. The house is part of an "xfinity community" and we get cable through the community as a group, and then we added internet service on our own account. We were told by xfinity that the modem/router and the set-top boxes for the TVs would be at the management office of our community, waiting for us to install. Unfortunately, we're being charged for the service now but the community management office knows nothing about it, they have not received our equipment and said they never deal with any residents' equipment. Please assist. Can I have the equipment sent right to my house so I can install?

Responses

ComcastJamesH

Official Employee

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154 Messages

1 m ago

Greetings, @user_163279! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting set up, but you have definitely come to the right place for assistance.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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