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user_qkhw2a
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Wednesday, July 9th, 2025 3:23 PM

Why am I getting messages to return equipment? I didn't cancel or end my account. Router in Bridge mode the issue?

I just moved and started a new account with Xfinity for internet. I am using my own router, so I put the Xfinity router in bridge mode. Now I keep getting messages to return my equipment. I've spoken with someone who told me my account wasn't live, so I restarted the account. Now I have 2 accounts, and I'm getting the same messages again. Help!! Last effort before I switch internet providers. 

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8 hours ago

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XfinityPeterH

Official Employee

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2.1K Messages

9 hours ago

 

user_qkhw2a You have come to the correct place to investigate your new account and find out what is going on with the messages being sent to you. Let's take a look at your account. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e



 

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user_qkhw2a

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2 Messages

I submitted that information, and waiting on a response. 

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8 hours ago

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