Visitor
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1 Message
Assistance with Bulk Account Hardware Upgrade and Billing Audit (Holly Creek)
Hello, I am a resident in the Holly Creek bulk community. I need assistance with two separate items:
- Requesting a hardware upgrade to an XB8 Gateway for my home office setup (I pay for a speed tier above the bulk base).
- Opening an Equipment Research Ticket for my mother's separate account to resolve billing for 'ghost' devices that are not in her possession.
Can an Official Employee please reply so I can provide the account details and MAC addresses via Direct Message?
Accepted Solution
XfinityJohnG
Official Employee
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2.5K Messages
2 months ago
Thank you for reaching out to our team. I will be happy to look into both of those requests for you from here. Can you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
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
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XfinitySara
Official Employee
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2.4K Messages
25 days ago
@user_xfs3gd - Circling back around, I wanted to leave a final comment here for you and the community. It looks like we've addressed each issue, sending you equipment and tackling your mother's equipment concern on another account via escalation ticket, which is great news. As mentioned in our latest DM, please feel free to respond to us directly/privately within the next couple of days if you have any remaining questions or concerns. You may also simply create a new ticket down the road if anything arises at a later time! Our Digital Care Team remains here to help you out however we can, whenever you need us :)
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