1 Message

Wednesday, August 11th, 2021 1:46 AM


2nd Flex Box added to my account without my authorization

My latest change of services has been a complete disaster. One mistake after another by your solutions reps. Somehow on my Xfinity Account, it says 2 flex boxes. I never ordered two. When I reach out to any support person, they insist there is just one from what they can see. I don't know what a rep did to make a second Flex box with its own unique serial number appear on my customer-facing website and app for my account and not the company's, but something is screwed up.

Every time I call to follow up I'm assured there's nothing that has to be done. But as long as this second box is showing on my account view, there is something wrong. How can I submit a support ticket, or something, to remove the erroneous flex box from my account view? I honestly don't trust your company to not charge me for "unreturned equipment" whenever I close my account.

I'm happy to provide screenshots and the serial number of the bogus box in a private communications channel.

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Official Employee


765 Messages

2 years ago

Hello, @bqzo, thank you for reaching out to our forum for help with your second Flex box concern. I totally get where you're coming from, that would be alarming to me as well if I was in your shoes. Plus, those unreturned equipment fees are no fun, but I have your back on this. In order to get started can you please send a message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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