U

Visitor

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1 Message

Wed, Mar 30, 2022 4:28 AM

Closed

Wants me to return equipment I do not have.

I already have an X1 TV box and changed my plan today. But for some reason, They want to send me another X1 TV box (I did not order any extra) and return a service with TV box (the picture next to it does not look like the newer X1 TV box) and a DVR service.

I do not have those two equipment.

I have an X1 TV box from previous plan.

I do not need another X1 TV box that is currently being sent when I changed plans and be charged for it.

I do not have a service TV box and a DVR service equipment to return because I never had those.

Accepted Solution

Official Employee

 • 

262 Messages

6 m ago

Hello @user_f8c296, thank you for taking the time to reach out to us on the forums. I can understand the confusion this would cause, especially if you are being sent equipment you don't need and asked to return something you don't have. This is not the experience we want you to have as a valued member of the Xfinity family. You have reached the right team to get to the bottom of this.

 

Can you send us a direct message with your first and last name and address so we can help?

Visitor

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1 Message

3 m ago

I am experiencing the exact same issue. Are there any standard steps to take around this?

Official Employee

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680 Messages

Hi there @user_9e246a! Thank you for reaching out to us here on Forums. We would like to take a look into this equipment issue. Can you please send us a DM to start?

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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.
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