Visitor
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1 Message
Charged for modem rental
Hello,
Hoping somebody has a solution.
I moved out of an apartment that had xfinity communities. Each unit had it's own modem that was pre-installed with the unit.
I moved out of the apartment two months ago and received a notice this weekend that a 150$ charge was posted. After lengthy discussion with support via the app and calling, it was determined to be due to the modem not being returned.
I was informed when canceling my service by xfinity that there was no need to return the modem. The xfinity communities site also states the same thing, and I was informed of the same info by my prior apartment.
Note - I paid for an additional upgrade with xfinity, which is why my card was on file (and this available to charge).
XfinityQuemekia
Official Employee
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1.3K Messages
13 hours ago
I completely get why you're confused @Ilikestuff17! Getting hit with a surprise bill two months after moving out is incredibly stressful, especially since you did your research and confirmed everything beforehand.
If you could send our team a direct message with your full name and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" icon
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.
A "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.
You can see how to send a direct message here, Direct Message Within The Forum.
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