Check out FAQs about Getting Started kits.
FAQs
Getting Started kit overview FAQs
Why are Getting Started kits offered?
Getting Started kits offer several advantages, including:
- Convenience.
- You can install services on your own.
- You don't have to wait at home for a technician.
- You’ll receive your products in a single shipment.
- You won’t need to go to an Xfinity Retail Store.
- You’ll be able to easily activate your equipment.
- Cost savings.
- Getting Started kits cost less than scheduling a professional installation.
- Simplicity.
- Xfinity provides complete, easy setup instructions for your benefit.
Do I qualify for a Getting Started kit?
See details on Getting Started kit expectations, eligibility, and requirements before ordering one.
Are Getting Started kits available in Spanish?
Yes — all Getting Started kits include instructions in English and Spanish.
How do I view the status of my Getting Started kit package?
Provided that your email address is on file with us, we will provide a shipping confirmation email that will contain the UPS or FedEx tracking number link. You can simply click on the tracking number and you'll be forwarded to the shipping website where you will be provided the most recent shipping status.
What if I have changed my mind (or picked up at a store) and still receive the Getting Started kit in the mail?
You must return the Getting Started kit or you will incur charges. For convenient options for returning your equipment, see how to return your equipment.
General FAQs
Can I request a specific device make or model through Getting Started kit?
While we ensure that each customer gets the appropriate device for the service selected, we cannot fulfill requests for a particular make or model of device to be delivered through the Getting Started kit.
If I move and transfer Xfinity services, can I use a Getting Started kit?
Yes, you can use a Getting Started kit if you transfer Xfinity services. Please note that Getting Started kits are only available through direct ship or Xfinity Retail Stores.
Do I need to order a remote in addition to a standard Xfinity TV Getting Started kit?
No. All Xfinity TV Getting Started kits include a remote.
Can I get a replacement Xfinity Voice Remote through the Getting Started kit?
Yes. You can visit a local Xfinity Retail Store to pick one up in person, or you can order a remote control to be shipped to you in a Getting Started kit (accessory shipping and handling fees will apply) through the Xfinity Assistant or by contacting us.
Are there a limited number of lines that can be activated on an Xfinity Voice Getting Started kit?
Xfinity Voice Getting Started kit can support single or dual lines of activation.
What if I already have an existing cable or satellite provider?
If you plan to keep both providers, please schedule a professional installation to determine which lines are fed from each provider.
How do I get support?
For additional help, see the following articles:
- Activation — Learn all the ways to activate your Xfinity services.
- Overview — Watch Getting Started kit overview videos or download user guides.
- Troubleshooting — Learn more about basic troubleshooting to get your Xfinity services up and running.
If you need additional support, you can:
- Explore videos, search FAQs and get troubleshooting support at xfinity.com/selfinstall.
- Chat with an agent.
- See additional ways to contact us.
For help in Chinese, Korean, Vietnamese, or Tagalog, please call 1-855-955-2212.
Email notification FAQs
Will I get an email when I place an order for a Getting Started kit?
If your email address is on file with us, you will receive two emails: one to confirm the order and another to confirm that the order has shipped. The second email includes the UPS or FedEx tracking number.
What if I order multiple devices, will I receive multiple emails?
You will only receive one order confirmation email and one shipping confirmation email per order, regardless of how many devices are in the order.
How will I be notified if there is a change to my scheduled Getting Started kit delivery date?
In the event of a change to the delivery date, such as a delay, rescheduling or cancellation, you'll be notified directly by an email from UPS or FedEx.