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user_paj4vg
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2 Messages

Saturday, February 7th, 2026 2:41 AM

Could not get remote to ship?

Requested new remote through virtual agent. Was told this would ship with $0 shipping fee. When I needed a correction to shipping address and spoke to an agent they told me the virtual agent was incorrect and I could not get a remote without a box. It would also cost $14. They stated the virtual agent was incorrect and didn’t have the most up to date info? This does not make sense. If I did not ask for a correction in address the shipment would have proceeded. Please confirm a single remote could not be shipped? 

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25 days ago

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XfinityMatthew

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1.6K Messages

1 month ago

 

user_paj4vg We absolutely can ship individual remotes. There is usually a one time shipping charge of $5.95 for a remote. But some areas may have free shipping promos. If you need an address change on a shipment that change needs to be made by an agent within 15 minutes of placing the order. 

 

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user_paj4vg

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Thank you.  I did make the request to change the address within the 15 minute window as soon as I saw the virtual agent was attempting to ship to the service address, but I cannot receive mail at that address. I will attempt to order a remote again. 

(edited)

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27 days ago

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XfinityThomasC

Official Employee

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3.2K Messages

@user_paj4vg My team and I can order the remote. However, It's pretty hard to reroute the shipping address since that window of time is very short, especially on this platform since we are not an instant chat. There will be delays in response that will interfere. There is an alternate option since that window to change the address is so short. Customers can use the UPS My Choice or FedEx Delivery Manager tools to change their Getting Started kit delivery date or reroute their packages to an access point or store location for a fee to the shipper. This option is available in all markets.

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25 days ago

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