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Visitor

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3 Messages

Wednesday, March 22nd, 2023 10:32 PM

Closed

phantom order

I ordered with the wrong address. I contacted customer service and they cancelled that order and made a new order. The new order was successful: I received my equipment and I have internet service. But then a couple weeks after that, I get new notifications that "my equipment was delivered" and asking me to set it up. No equipment was delivered (that is, I received the equipment for the correct order, but didn't receive equipment for the incorrect order). What do I do here? I don't need anything from Comcast but I don't want them to charge me for this alleged other equipment. 

Accepted Solution

Official Employee

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1.8K Messages

1 year ago

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a message, you must be signed in. Please click the envelope icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

Visitor

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3 Messages

@XfinityAirelle​ Thanks for your response. But I don't know what you mean by sending a message to "Xfinity Support". If I click on the envelope icon, it takes me to my comcast email account. There's no apparent pre-set contact called "Xfinity Support". Is that an email address you're referring to? Or is there some other way to contact "Xfinity Support"? Just sending a message to the customer support portal gets an automated response. 

Official Employee

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2K Messages

I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

@XfinityDena​ Thanks, now I found it using your instructions. (The word "envelope" in the previous instructions threw me off, because there's an actual envelope icon that does something else, separate from the messages icon.)

Expert

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104.2K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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