Visitor
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1 Message
New tv box
New white xfinity box and equipment. A few weeks ago I got a new xfinity box and equipment that showed up at my door. I did not order this equipment, because mine is working fine. What should I do? If I install it, is there some special programming I need to do with it or is it a simple swap out and connect the wires?
CCKrista
Retired Employee
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1.5K Messages
1 year ago
Hello @sharon.k, thank you for taking the time to reach out on social media. I understand your concern with the modem shipment, and I'd be happy to check into that for you.
Xfinity does send customers updated equipment. This link provides step-by-step instructions and even videos to walk you through installing and activating the new modem https://www.xfinity.com/support/articles/how-to-install-your-self-install-kit-devices.
Would you like me to check on your account? If so, to access your account, will you please send us a direct message with your full name and complete service address.
To do so, click on the chat 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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