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user_wqsdi8
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Monday, June 15th, 2026 2:20 PM

Package delivered too early

I am moving into my new apt in 2 weeks and ordered a rental Internet package 1000mbps, and they said they delivered it to the front door but it is (1) too early as we haven't moved in yet and (2) we stopped by to check and the package is gone. How can I get a replacement, and will I be held financially responsible for the lost package? It was never received to begin with and was not activated. 

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XfinityAdrienne

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2K Messages

3 hours ago

Good Morning, @user_wqsdi8! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with the package being delivered too early, it certainly is not what we want for our customers. Have you attempted to speak with your leasing office to see if it has been turned over? If so, and they do not have it, we would be more than happy to look into the details on our end. Please let us know. 

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user_wqsdi8

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2 Messages

@XfinityAdrienne​ I spoke with the leasing office and they are not responsible for deliveries, so they have not seen it and are not holding onto it. I have not moved in and have not activated or received this package so I would like to know if it possible to receive a replacement on the correct date for no added financial responsibility. 

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2 hours ago

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XfinityAdrienne

Official Employee

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2K Messages

Gotcha, thank you so much for sharing those details with us @user_wqsdi8! I would be more than happy to fully investigate the account and ensure everything is taken care regarding the early delivery of equipment. Can you please send us a DM?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

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  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.
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