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user_c8shul
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Tuesday, July 22nd, 2025

Internet/voice equipment

This month I found a new charge on my bill:

Internet/Voice Equipment:

$15.00. This Equipment Is Inactive We'll Be Happy To Remove This Charge Upon Return To A Local Xfinity Or UPS Store.

I want to identify this equipment and return it to my store.  But I have no idea what it is or what it looks like.  I can't get anyone on the phone, and the chat wasn't helpful at all. I made an appointment to visit my store on Sunday so that I can talk to a real person about this and other questions.  But, it would be nice if I knew what this device was, so I could take it with me to the appointment.  (It will save me a trip.)

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2 days ago

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EG

Expert

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111.9K Messages

2 days 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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EG

Expert

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111.9K Messages

2 days 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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XfinityPeterH

Official Employee

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2.1K Messages

2 days ago

 

user_c8shul We are happy to help. To answer your question the Internet/voice equipment is your modem you use to connect to the internet. Do you have one of our modems or do you use your own? 

 

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user_c8shul

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6 Messages

That’s not it. 

I also have a separate $ 12,95 fee for the modem rental fee. 

i wish this company still had phone service reps. I went back and forth with the virtual assistant for an hour before giving up. I can’t believe I have to set up an appointment to drive to a store on a Sunday just so that ann employees will finally answer my questions. 

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2 days ago

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XfinityAlyssaA

Official Employee

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2.1K Messages

We appreciate your feedback @user_c8shul, and apologize for the frustrating experience. Our team does want to ensure that all of your problems and concerns get resolved though. We are happy to look into your bill concerns and troubleshoot your service issues. To better assist, can you please send us a Direct Message with your first and last name along with the service address on the account?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • 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

We look forward to working with you further. 

 

 

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2 days ago

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