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user_9ulvz9
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Visitor

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1 Message

Monday, January 19th, 2026 7:32 AM

UPS did not deliver internet equipment

Hello Xfinity Support,

I’m moving to a new apartment and recently placed an order for my internet equipment, but I still have not received it.

The shipment was sent via UPS. UPS never delivered the package - they returned it to sender and it's now in Oregon for some reason? - and as a result I do not have the equipment needed to activate WiFi/service. Despite this, I’m already being billed.

I’ve tried repeatedly to reach customer service by phone and online, but support has been completely unreachable.

Question

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Updated 

14 days ago

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Accepted Solution

XfinityThomasD

Official Employee

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1.6K Messages

14 days ago

 

user_9ulvz9 Thanks for creating a post. I'm sorry to hear that the equipment wasn't delivered, but our team can help. We can create a new shipment to get the needed equipment out to you, or if there is a nearby Xfinity Store, you can swing by there to pick it up as well. If we can help, please send our team a direct message with your full name and address.

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" 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.

 

(edited)

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EG

Expert

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115.7K Messages

14 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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