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My service starts October 23. Why is Xfinity shipping a modem on Sept 25 to an address I don't live in yet?
Hi. How do I stop xfinity from shipping modems to the an address I haven't moved to yet? I requested the service to be started a month from now and the chat agent confirmed that no shipment would happen until October. However, the modem was shipped and delivered to the current resident of the new address. I contacted Xfinity and a new chat agent told me that this would not happen again and set a new order for October 23. However, a new modem was shipped today, Sept 25, to the address that I have not moved into yet.
I haven't been able to get any live person on the phone to chat with because I can't get passed the infernal automated system. How can I resolve this without me having to pay UPS for a Reroute?
XfinityRay
Official Employee
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2.8K Messages
2 years ago
Greetings, @user_hg8ioe. Congratulations on your new place! I am sure you are busy getting things ready to go and packed up. I apologize that you have been having to deal with the shipments at this time. Our system will automatically ship those out. You can sign up for the free UPS My Choice program to have the package rerouted to a local UPS store. We also can have a modem set to pick up at your local Xfinity store. Whatever is easiest for you!
Our team can also help and stay with you over time. We can ship you a modem or set up a store pick up as the time gets closer, ensure the other modems/equipment are not listed on your account, and help with activation when the time comes.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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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