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user_qc0qdi
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Tuesday, December 23rd, 2025 12:29 AM

Need delivery cancelled

I’m a new customer moving into a new home, my equipment is being delivered too early and I talked to a representative about cancelling delivery or delaying because I won’t be living there yet. They told me my delivery was delayed until January 1,2026 and I just got notification. It’s being delivered too early tomorrow! What do I do because UPS is making me pay them to delay the delivery 

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XfinityAlyssaA

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2.3K Messages

5 hours ago

Good evening @user_qc0qdi, and thank you for reaching out on our Community Forums with your shipping concerns. To cancel or delay the delivery, you'll need to contact UPS directly. Unfortunately, once the equipment has shipped, we are unable to cancel the order on our end. Is there a friend or neighbor that can hold onto it for you? 

 

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user_qc0qdi

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I did reach out and the Xfinity rep said he changed the delivery date for me with no issues and then today I get notified that nothing was changed. The only way that UPS will do it is if I pay them almost $20. This was not a mistake on my part so I’m not real happy 

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XfinityAlyssaA

Official Employee

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2.3K Messages

I understand where you are coming from @user_qc0qdi, and I wouldn't be happy in your shoes either. I apologize for any confusion or issues with the delivery and if we could delay it on our end we would but once it ships, we are unable to make any changes to the shipping on our end. Are they able to cancel the delivery or hold the package for you at a UPS facility? If they are able to cancel the delivery, we can either ship you a new once closer to your move in date or, assist with scheduling an in store pickup. 

 

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