Change starter kid delivery address and location

I signed up as an Xfinity customer today and am having a very poor experience. Before sighing up, I explained to the the Xfinity agent that I would like the starter kit delivered to my current address, not the one I am starting service at when I move there. The agent advised to place the order then call to have the delivery date and delivery location changed.

I am now being told after calling in that delivery date and cannot be changed. How do I go about making this change?

Responses

XfinityGabriel

Official Employee

•

1.9K Messages

1 year ago

@user_plbqt9 Hi, there! Thanks for taking the time to visit XFINITY over our forums page for help with getting that self-installation kit shipped to the correct address. I understand the importance of getting your new equipment safely. I am sorry to learn about his experience. We are grateful for your loyalty and can help. As a reminder, please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a direct message.

After researching this further, I have confirmed that we would not be able to change the delivery location as we only have the option to ship it to your new service address. I apologize for the inconvenience that this has caused you. The next best option is we can see if we can ship it out at a later time or we can set up an order for you to pick up the equipment at the nearest store to your new address when your ready to start using the services. How does this sound?

3

0

U

user_plbqt9

3 Messages

I am not sure why I was told to call and change the address on Xfinity chat if that is not possible. Is it possible to cancel the starter kit shipment all-together and I can just pick it up from my local Xfinity store a day before I move to the new location. Note that I do not want to cancel my service order/plan, only the starter kit shipment and wondering if I can pick that up at the store.

1 year ago

0

XfinityGabriel

Official Employee

•

1.9K Messages

@user_plbqt9 That is strange. This is definitely not the experience we strive for. I will be happy to get that switched for equipment pickup. I will also make sure I explore all of the options available to rectify this experience. To get started, please send us a direct message with your first/last name.

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

XfinityMarcus

Official Employee

•

1K Messages

We would actually need you to send us a direct message with this information.

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

1 year ago

0

X1

user_plbqt9

Change starter kid delivery address and location

Was this helpful?

XfinityGabriel

user_plbqt9

XfinityGabriel

XfinityMarcus

New to the Community?