Visitor
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1 Message
Getting Started Kit marked delivered but never arrived
I ordered Xfinity Internet on Saturday and chose self-install. Yesterday I received a notification from Xfinity saying the Getting Started Kit was delivered.
It was never delivered to my building. I checked the lobby, the package room, the front desk, and my floor. Nothing.
When I called support, the agent told me their system shows no delivery at all, which does not match the notification I received.
I need the undelivered gateway removed from my account so I am not charged an unreturned equipment fee later, and I would like to pick
up a replacement at an Xfinity Store.
Could someone from the support team help?
XfinityMarshante
Official Employee
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1.3K Messages
7 days ago
Hello @user_b6gwox, thank you for taking the time to leave a post. Sorry to hear about the trouble you've experienced with your Getting Started Kit. I can certainly understand how frustrating it must be to receive a delivery notification, search throughout your building, and then find that the package never arrived. We'd definitely want to make sure the missing gateway is properly documented and removed from your account, so you are not held responsible for unreturned equipment fees. Our team can take a closer look at the shipment details and explore options for obtaining a replacement gateway, including pickup at a local Xfinity Store if available. To protect your account information so that we can securely access and authenticate your account, if you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
How to send us a direct message:
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