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user_adlf8x
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08/14/2026 4:08 PM

I got charged an never received an equipment

I got charged $30 and never received equipment Xfinitynow. It’s been 9 days already and all what I have is confirmation number (# [Edited: "Personal Information"]). I keep calling, talking to agents and there no help at all. I want my money back. Or an equipment but at this point I’m very disappointed with Xfinity. Simple things like this shouldn’t be that frustrating.

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14 hours ago

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XfinityDena

Official Employee

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4.7K Messages

2 months ago

@user_adlf8x I am sorry that you have not received your equipment. We have limited access to NOW services on this platform. Have you already reached out through the NOW portal? 

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user_adlf8x

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3 Messages

@XfinityDena​

Yes. I have already contacted support multiple times and I keep getting transferred from one department to another. I no longer want the equipment or the service. I want my NOW Internet order canceled and my $30 refunded. Please tell me exactly who can process the refund.

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2 months ago

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XfinityDemetrise

Official Employee

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534 Messages

I'll be happy to assist.  Please follow the steps below to send a direct message. 

 

How to Send Us a Direct Message:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon.

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  A "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.

 

How to: Direct messaging within the forum | Xfinity Community Forum

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_oza0bo

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1 Message

13 days ago

I have the same issue. My equipment was delivered to another customer’s address, and they took the package, so I never received my equipment at all.

I haven’t been able to get replacement equipment to activate my Internet service or get a refund because it seems that neither the customer service representatives nor the staff at Xfinity stores have permission to handle NOW Internet service issues.

All I can do is talk to the Xfinity AI Assistant, which has not been helpful at all. I’m really disappointed with this experience. At this point, I don’t want the service anymore and just want my money back.

Please let me know what I should do to get my service canceled and receive a refund.

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XfinityMatthew

Official Employee

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2.3K Messages

Hello @user_oza0bo I am sorry to hear the modem was delivered to the incorrect address. You are correct that most teams do not have access to the NOW accounts. Have you already attempted to cancel and refund the service from the chat directly on Xfinity.com/now ?

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 as Best Answer.tick

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12 days ago

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user_qoc62m

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2 Messages

14 hours ago

Same issue here. Never received equipment, or any shipping notification. NOW team and "Cancellation Specialists" keep sending me back and forth, the NOW team has lied to me 3 times about a new modem being shipped. Just insane. Tried to "Cancel before Activation" but threw an error. 

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