Missing Starter Package

Xfinity, I need help. I called customer support and they could not help me over the phone.

My starter package was supposedly delivered to my condo mail area, but when I went to pick up the package/modem today, it was not there. I do not have it and obviously I need a new one. What is standard protocol here? Can I get a new one mailed?

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XfinityShawn

Official Employee

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2.3K Messages

1 month ago

user_2q269p We can ship you new equipment, and that can take 3-5 business days to arrive. The other option would be to go to your local Xfinity store to pick up the new equipment. That would be the faster option. Which one works best for you?

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user_2q269p

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2 Messages

Hello and thank you for your timely response, I think picking up from the store directly would be best, being that the delivery did not work the first time. I have filed a support ticket with fed-ex to notify them that I never found the package, but is there anything further I need to do to make sure I dont get charged? will any xfinity store work for pick up? I am available for a phone call for further guidance if that works best

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1 month ago

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XfinityShawn

Official Employee

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2.3K Messages

user_2q269p You would need to do nothing more as you will not be charged for that equipment you didn't receive. Just let the store know, and they will make sure you're all taken care of.

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1 month ago

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Customer Service

user_2q269p

Missing Starter Package

XfinityShawn

user_2q269p

XfinityShawn

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