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user_bj1020
1st Topic

Visitor

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3 Messages

Friday, May 16th, 2025 1:29 AM

TV Streaming box

I never received a TV Streaming box, although there was some equipment noted on my account.  I am cancelling the service due to selling our home.  Now they are asking for me to return an item I never received.  Any one have any suggestions on how to get them to remove this from my account and to not charge me for something I never received.?

Question

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Updated 

15 days ago

37

2

0

XfinityJeniece

Official Employee

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3.2K Messages

1 month ago

Hey there, user_bj1020, thanks for reaching out through Xfinity Forums regarding your equipment. I would be happy to help you with ensuring the equipment is corrected for you. I see you sent over a direct message and we will continue to assist you there. We look forward to working with you. 

 

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user_bj1020

Visitor

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3 Messages

Hi

I did as you asked, sent a DM.  However, it is not effective in getting a resolution so far.  Time between responses is incredibly long and the agents appear to disappear.  In addition, they are focused on trying to get me to reconnect to the Xfinity service.  Please help

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1 month ago

0

XfinityEricB

Official Employee

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2.3K Messages

 

user_bj1020 Your last response was outside our work hours, but I have made sure to reply to you with the information you need in Direct Message. We will continue to follow up with you here until we know the issue is resolved. 

 

(edited)

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

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1 month ago

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user_bj1020

Visitor

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3 Messages

Hi,

Is this resolved as I am still receiving notices that I need to return this device.  Again, please help and let me know what I should do to resolve this issue.

Thanks

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26 days ago

0

XfinityShawn

Official Employee

 • 

1.6K Messages

 

user_bj1020 My team can look into your equipment concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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

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26 days ago

0

user_6ugcrs

Visitor

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3 Messages

I did that and I am not getting any help.  What is the best method to resolve this issue, I have called support 3 times, tried this community and direct messages.  Nothing seems to work to resolve this issue.  How do I escalate this to someone who can fix this issue?

This reply has been converted into a post

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25 days ago

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XfinitySara

Official Employee

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1.8K Messages

20 days ago

@user_bj1020 - I'm not sure if you've seen our latest private replies in the direct messaging thread we have, but this has all been taken care of now! After a couple of different ticket types, involving some other backend teams of ours, we were able to successfully remove that streaming TV Box from the account. As mentioned in my last DM, please feel free to create a new post within the forums if any other questions or concerns arise, and we'll be here to help however we can :)

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