Check out FAQs about Getting Started kits.
FAQs
Why are Getting Started kits offered?
Getting Started kits offer several benefits, like:
- 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 can easily activate your equipment.
- Cost savings.
- Getting Started kits cost less than a professional installation.
- Simplicity.
- Xfinity provides easy setup guides.
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 guides in English and Spanish.
How do I view the status of my Getting Started kit package?
If we have your email address on file, Xfinity sends a shipping confirmation email that contains the UPS or FedEx tracking number link. You can simply click the tracking number to go to the shipping website. The most recent shipping status will be there.
What if I order multiple devices, will I receive multiple confirmation emails?
No. You only receive one order confirmation email and one shipping confirmation email per order, no matter how many devices are in the order.
How am I notified if there’s a change to my scheduled Getting Started kit delivery date?
If there is a change to the delivery date, like a delay, reschedule, or cancellation, you'll be notified directly from UPS or FedEx by email.
What if I 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.
Can I request a specific device make or model through Getting Started kit?
While we ensure each customer gets the appropriate device for the service selected, Xfinity cannot fulfill requests for a specific 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.
Do I need to also order a remote for an Xfinity TV Getting Started kit?
No. All Xfinity TV Getting Started kits come with a remote.
Can I get a replacement Xfinity Voice Remote through a Getting Started kit?
Yes. You can go to a local Xfinity Retail Store to pick one up in person, or you can order one to be shipped to you, but shipping and handling fees apply.
Are there a limited number of lines that can be activated on an Xfinity Voice Getting Started kit?
Yes, the Xfinity Voice Getting Started kit can support up to two lines.
What if I already have an existing cable or satellite provider and want some Xfinity services?
If you plan to keep both providers, please schedule a professional installation.
How do I get support?
If you need support, you can:
- Explore videos 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.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.