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jjkrogs
1st Topic

3 Messages

Saturday, March 16th, 2024 3:17 AM

Closed

Why am I getting equipment shipped to me when I have my own modem/router?

Started Xfinity today with a new Netgear CAX80.  This was made perfectly clear to the sales rep.  The CAX80 was activated and is working.  

Why then am I receiving texts and emails about equipment being shipped to me?  My plan even says I'm not renting equipment.  

Also, Xfinity's A.I. chat bot is about the worst I've seen.  It's ridiculous that I have to post in a forum to get assistance. 

Thanks

Question

 • 

Updated 

10 months ago

764

2

0

XfinityRaf

Official Employee

 • 

867 Messages

1 year ago

Good evening @jjkrogs, and thanks for taking the time to reach out to us tonight with your concern about equipment being shipped to you. We can look to see if anything is being shipped to you. Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• 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

4

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jjkrogs

3 Messages

Roger that, thank you.

1 year ago

0

jjkrogs

3 Messages

Hi there, Xfinity keeps sending me emails asking me to "mark an accepted answer", so thought I'd come back to again explain how useless this customer service experience has been.

So, as mentioned above, the very quick reply from customer service says "oh just simply send us a private message and we'll get right on that..."

I did.

It wasn't until 3am that they got back to me and requested to send me a 6-digit code for security purposes-- just to START the conversation.  ...about 6 hours after first contact, and well after I had signed off.  

The long and short of it is that I disregarded customer service and ultimately received the equipment I didn't need or request.

Looking forward to working with you guys!  *thumbs up*

(edited)

1 year ago

0

XfinityEva

Official Employee

 • 

1.6K Messages

Hey jjkrogs we're sorry to hear that this has been your experience. We are here to help every day of the year however our hours are a bit different than before and we are here 6AM-12AM EST. We'd love to continue assisting and pick up were we left off just send us a direct message to get that code sent out to you as soon as possible. 

 

 

 

 

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

1 year ago

0

user_dly1st

1 Message

10 months ago

The same thing just happened to me, When I made my Xfinity account, I selected NO ROUTER! Once I was finished setting up my account and setting up my own router, Everything was working great. Today I was walking outside the house when this UPS lady walked up my driveway with a big Xfinity box and I already knew it was a router that I didn't need or order. Now I need to take some time out of my day to go 2 cities over to the nearest Xfinity store to return this.

2

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user_jhmq6e

2 Messages

Your Rights When You Get Unordered Merchandise

By law, companies can’t send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didn’t order. You also don’t need to return unordered merchandise. You’re legally entitled to keep it as a free gift.

https://consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products#


10 months ago

0

XfinityThomasC

Official Employee

 • 

2.5K Messages

Hello, @user_dly1st my apologies for this inconvenience. Please visit the Digital Return Center (xfinity.com/returns) where you can select the devices to return. Customers can return their equipment by scheduling a UPS at-home pickup by printing the UPS return label, boxing up the equipment, and then calling 1-800-PICK-UPS (Customers will need the tracking number from the UPS return label to schedule the pick-up.); or you can simply drop the devices off at any open UPS location (the devices could be packaged up or dropped off as-is and UPS will package them up for our customers). I recommend visiting theupsstore.com for the most up-to-date locations and store hours.

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

10 months ago

0

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