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BeilleK
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Monday, August 10th, 2026 1:05 AM

Stolen Package

Hello. I recently started a service with xfinity and wasn't able to be at my new apartment when the kit was delivered to my new address. I had a friend check the doorstep a day after FedEX delivered the package, but they said it wasn't there. I was hoping to schedule a replacement and possibly send it to a xfinity store to be more secure with the package delivery. Thank you.

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2 hours ago

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XfinityCliff

Official Employee

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505 Messages

2 hours ago

Hello @BeilleK, and welcome to Xfinity Community forums! Thank you for joining us and for reaching out to the community.

I can certainly understand wanting a secure way to receive your equipment, especially when you're in the process of moving into a new apartment and getting your services set up.

Please send us a Direct Message* with your full name and service address, and we'd be happy to take a closer look at your order and help explore options for a replacement Getting Started Kit.

We can also review available delivery options and determine the best way to get your equipment to you so you can get connected as quickly as possible.

We look forward to assisting you further!

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  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.

Click Here For an example of how to send us a Direct Message.

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