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user_aqrdwx
1st Topic

Visitor

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1 Message

Thursday, June 26th, 2025

Help needed from live human

Hello,

We recently switched from equipment we owned to a newer xfinity gateway. I keep receiving texts to return the old equipment but it was ours and I have nothing to return. How do I get these messages to stop??

Please help. 

Question

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Updated 

19 hours ago

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Accepted Solution

XfinityEmilyB

Official Employee

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2.2K Messages

1 month ago

 

user_aqrdwx Welcome to our community forum! Thank you for reaching out so we can make sure the equipment you own is successfully removed from your account so you stop getting those reminders in error. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution. 

 

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user_af2b76

Visitor

 • 

1 Message

20 hours ago

Hi:

My tv box started acting up. Took in and switched. New modem will not work to set up box. Got support, they did not accomplish anything or call back. Box not seen by Xfinity. When I call I get "your modem is being reset call back in 10 minutes, and it hangs up. That has been going on for HOURS! I think the incompetent customer service person entered the wrong number for the new box.

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XfinityKassie

Official Employee

 • 

1.9K Messages

 

user_af2b76 Hello there! Thank you for reaching out to our Xfinity Forums Team regarding your TV box. I can definitely see how this would be frustrating. I'm here to help you get your services working. Sounds like there may be an issue with your activation. To begin, can you please send a Direct Message with your name, and the service address? 
 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "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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