Visitor
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1 Message
Package lost
Hello Xfinity Support,
I recently moved and was instructed to return my old equipment, after which new equipment would be sent to my new address. Unfortunately, UPS has informed me that the package containing my new equipment was either lost in transit or never received by the warehouse.
As a result, I have been without Wi-Fi service since May 24. I work from home and have been relying on my phone's hotspot to do my job, but this is no longer a sustainable solution. The lack of reliable internet service is significantly affecting my ability to work effectively.
I am also concerned that I am continuing to be billed for internet service that I have been unable to use. I would appreciate your assistance in resolving this issue as quickly as possible, including sending replacement equipment and reviewing my account for any I’m appropriate billing adjustments.
Please let me know what steps can be taken to restore my service as soon as possible.
Thank you for your time and assistance.
XfinityJon
Official Employee
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1.5K Messages
3 hours ago
Good afternoon user_zjrfe8.
I will be more than happy to look into this for you. I will need some additional information.
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 forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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