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user_aRH46's profile
user_aRH46
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Visitor

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10 Messages

Saturday, April 5th, 2025 6:15 PM

My account device listing incorrect

I had a xg1v4 device that was replaced Match 13 with a Xg2 ; i replaced the xg2 with a xi6 device that is activated; however the xg1v4 is still listed in my devices and the xg2 is still in transit (i had printed a ups label but dropped it off at store march 22

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Updated 

1 day ago

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XfinityEricB

Official Employee

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2.1K Messages

15 days ago

 

user_aRH46 Thanks for reaching out about equipment returned still showing on your account. I would be happy to assist in getting it removed. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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

 

(edited)

8

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user_aRH46

Visitor

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10 Messages

I can not find the icons identified; i would orefer sending an email since i have picture attachments

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15 days ago

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XfinityGabriel

Official Employee

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2.2K Messages

user_aRH46 No worries. The direct message icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow the customer to initiate the chat conversation. Just to confirm, you are not seeing the direct message icon in the upper right page of our forum page?

(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
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
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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15 days ago

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user_aRH46

Visitor

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10 Messages

I see no conversations when clicking the bubble icon at top of screen

I dont see xhat option there

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15 days ago

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XfinityGabriel

Official Employee

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2.2K Messages

@user_aRH46 Once you click the direct message icon located at the top right of the page, it should bring up a chat box and not an actual conversation. Does a chat box populate where you can enter our shared handle, XFINITY Support? If not, I recommend clearing the cache and cookies. If that doesn't work, are you able to try another browser?

(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
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
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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Reply

15 days ago

0

user_aRH46

Visitor

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10 Messages

All I see us Conversations on the left with two blank tabs basically 

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15 days ago

0

user_aRH46

Visitor

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10 Messages

15 days ago

Direct Message does not show any conversations - search does not work and I have no idea what I would want/need to search for

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XfinityGabriel

Official Employee

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2.2K Messages

user_aRH46, If there is a chat box that allows you to search something, you would type XFINITY Support. Were you provided with a UPS or Fedex number with an estimated delivery time for the XG2 device that is still in transit?

(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
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
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

Like

Reply

15 days ago

0

user_aRH46

Visitor

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10 Messages

I was finally able to submit via Chat - I did have a UPS number but delivered box in person to XFinity store

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15 days ago

0

user_aRH46

Visitor

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10 Messages

@XfinityGabriel​ Old device still shows up in My Account Devices on the web and there is still an order in the works and Assistant Chat still insists a  X1 device should be activated even though new device is activated

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15 days ago

0

user_aRH46

Visitor

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10 Messages

3 days ago

My bill now charged me for two DVR because My Account information is incorrect

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XfinityQuemekia

Official Employee

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27 Messages

Hello [Edit due to name being used] and thanks for reaching back out. I hope you're having an amazing day. I'll be happy to take a look. Since it's been over 7 days since we last interacted with you, I'll need to send you a code to be sure we keep your account secure. What works best for you text or email?

(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

Like

Reply

3 days ago

0

user_aRH46

Visitor

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10 Messages

Text currently - Xg1v4 STILL shows up in my account 

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1 day ago

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XfinityShawn

Official Employee

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1.4K Messages

@user_aRH46 Since I show you that we are currently helping you through DM, please message us over there for further assistance. That way no personal information makes it on the forums. Thank you.

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

Like

Reply

1 day ago

0

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