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user_o8onub
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Visitor

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3 Messages

Wednesday, February 4th, 2026 1:57 PM

Lost equipment

Hi,

I just signed up for the Xfinity Now Internet service for my new apartment, and according to Fedex, the equipment has been delivered to my place.  Unfortunately, the package was mistakenly returned to the sender by the building manager, and now I cannot track down where the device is.

Is it possible for Xfinity to send a new equipment to me?

Thank you very much for your attention on this matter.

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Updated 

8 hours ago

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Accepted Solution

XfinityPaula

Official Employee

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1.9K Messages

2 days ago

Hello user_o8onub! Thank you for choosing our NOW internet service for your home. I'm so sorry to hear that the shipment was sent back. I'm sure we can figure out an option to get you connected. Are there any Xfinity stores in the area? You can check the map if you are not familiar with our locations. It's possible that the store can provide you with a new gateway to get started and submit a claim for the returned item. 

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user_o8onub

Visitor

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3 Messages

Yes, there is a location nearby my place. I will reach out to them then. Thank you!

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2 days ago

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XfinityPaula

Official Employee

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1.9K Messages

user_o8onub That's excellent! I think it will be the best solution and more timely since there is a store close by. If you are able to make it over there today I can check in with you to make sure we were able to set up everything for you. 

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 a reply as the Accepted Answer.tick

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2 days ago

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XfinityPaula

Official Employee

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1.9K Messages

Hi again, user_o8onub Were you able to visit the Xfinity store yesterday by chance? I want to make sure they are able to help out with a new gateway for your service.

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 a reply as the Accepted Answer.tick

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21 hours ago

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user_o8onub

Visitor

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3 Messages

Yes, I was able to pick up a new device at the store. Thank you!

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8 hours ago

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XfinityThomasA

Official Employee

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3.2K Messages

8 hours ago

That is great news, user_o8onub! Thank you for letting us know you were able to pick up your new device at a nearby store and you're all set. If anything more were to come up please create a new post and our team will be here to help. Take care, and thanks again for choosing Xfinity.

 

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