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user_f97a32
1st Topic

Visitor

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2 Messages

Sunday, May 8th, 2022 9:11 AM

Closed

Texts asking me to return equipment I don't have

I've received texts from Xfinity asking me to return Xfinity equipment even though I used my own modem and router. The Xfinity website doesn't list any equipment that I need to return and Xfinity chat agents are conveniently never available. I am worried that instead of refunding my credit balance within 30 days, Xfinity may fraudulently charge me.

Question

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Updated 

3 years ago

3K

5

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CCAshley1

Official Employee

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746 Messages

3 years ago

We can look into your equipment concern. Please send us a private message with your name and address.

 

   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
 
   Press Enter to send it.

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user_2afa09

Visitor

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1 Message

3 years ago

I am having this same issue. Canceled service earlier this month and keep getting text alerts stating I have equipment to return. I’ve been using my own modem and router for over 5 years. 

3

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user_MikeG

Contributor

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71 Messages

Hello @user_2afa09, I appreciate you reaching out to us for assistance with your cancellation issue. 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

Press Enter to send it

3 years ago

0

user_f97a32

Visitor

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2 Messages

@user_2afa09​ hey. it ended up working out for me. they sent me a physical check via snail mail. my last bill was dated 04/20/22 -> I posted on this forum 05/08/22 -> I cashed their check 05/23/22. I did send a direct message to Xfinity support like how they detailed in their reply

3 years ago

0

XfinityEmilyB

Official Employee

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2K Messages

Thank you so much for reaching back out to this thread with an update @user_f97a32 and I'm so glad to hear that everything worked out :). I hope you have a great rest of your day! 

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

3 years ago

0

bbirdsrp

New Poster

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7 Messages

3 years ago

I'm having the same issue, and when I send a direct message, none of you ever respond. 

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bbirdsrp

New Poster

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7 Messages

3 years ago

I'm also having the same issue. However, I have found that people do respond to direct messages. 

I just don't understand why I'm getting this when my account shows I have no equipment from xfinity. 

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user_27647a

Visitor

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1 Message

3 years ago

I am having the same problem. I have been on the phone with Xfinity for more than 20 minutes and they're unable to help me. I don't want to be charged anything - but there's no equipment for me to return. 

1

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XfinityAmira

Official Employee

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4.1K Messages

Hello All! Thanks for taking the time to reach out to us on our Forums page. We absolutely want to assist you all with this equipment return issue. To best assist you, please send us a Private Direct Message. 

Here are 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

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

3 years ago

0

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