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FemmeK
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2 Messages

Thursday, July 23rd, 2026 5:17 PM

Equipment delivered on the wrong day/place

Good Afternoon. I am moving August 4th and worked with my new landlord's concierge company to set up equipment delivery to my new address on August 4th when I will be there. I learned that the equipment was actually delivered to this new address last night (July 22). I am not at that location to receive it so I want to make sure I am not charged for this equipment if it is stolen or picked up by someone else. I will also need to get this equipment some other way or have it delivered later. Thank you for your time and guidance. 

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3 days ago

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EG

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119.7K Messages

9 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityMartyR

Official Employee

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3.5K Messages

9 days ago

 

FemmeK Thank you for reaching out! If the Xfintiy equipment is lost or stolen it can be removed from your account so that you are not charged. However, in these types of situations sometimes the landlord or propery managment team can hold the package for you until you move in. 

 

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FemmeK

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2 Messages

The management company is not on site to receive or hold the equipment. How do I report it lost or stolen? And is there a way to schedule the correct delivery date so it arrives after I move in? Thank you. 

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3 days ago

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XfinityJeniece

Official Employee

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4.2K Messages

We would be happy to help you to ensure you receive the equipment, @FemmeK. Can you please send us a Direct Message with your full name and your full address? 

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (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.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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3 days ago

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