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user_rpib0y
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1 Message

Tuesday, February 10th, 2026 6:27 PM

Lost Streaming TV Box

Hi,

We just turned in our streaming TV box to the Xfinity store and they told us that it shows a second box on our account. It would have been years since we had any boxes given to us so I'm not sure where that second streaming TV box is since I don't even remember getting a second box. I saw in previous customer forum posts that in this same situation, a customer service rep was able to mark it as lost/stolen in the system so they weren't charged the unreturned equipment fee. If you're able to help us with that as well, I'd really appreciate it. Thank you!

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8 hours ago

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XfinityOrlandoM

Official Employee

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3K Messages

8 hours ago

@user_rpib0y

Thanks for reaching out to us, go ahead and send me a direct message including your first and last name and complete service address and I'll get this taken care of for you on the missing cable box that's listed on your account.

Here's the detailed steps to direct message us: 

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

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