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user_7he5sv
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Visitor

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3 Messages

Tuesday, June 10th, 2025 3:33 AM

Closed

Never Recieved WiFi Equipment

Hi,

I never received my internet equipment in almost 2 weeks. Here is some background information. 

In late May or first week of June, I went into an XFinity store to get my account setup and WiFi. However, when I got home to double check the plan, the store had signed me up for the opposite of what I asked and decided to give me a landline plan (and never mentioned it). I contacted customer support that night to change my plan to 400 mbps/$40 a month. 

Now, it’s been almost 2 weeks with no email or updates about shipping for my equipment. So, I reached out to customer support again. Apparently the store location has set up my address as the wrong address. 

I filled out a move form, however I don’t have any equipment that I would be able to “take” with me to move my service to the correct address. 

Question

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Updated 

13 hours ago

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user_7he5sv

Visitor

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3 Messages

19 hours ago

Reposted this in customer service

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XfinityPeterH

Official Employee

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2K Messages

19 hours ago

@user_7he5sv Thank you for letting us know and bringing this to our attention. Our team is here and happy to help you. Please send us your full name and complete address via our direct message. 

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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EG

Expert

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110.9K Messages

15 hours ago

Concern moved here to the Customer Service help section.

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XfinityPeterH

Official Employee

 • 

2K Messages

13 hours ago

@user_7he5sv Thank you for working with us in our direct messages. Please let us know if anything comes up! 

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