Getting Started kit FAQs

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 one 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.
  • Comcast 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.

You may also sign up for the UPS My Choice program, for UPS shipments, which provides delivery alerts and other features, like the ability to provide your UPS driver instructions, sign online for your Getting Started kit package or reroute your Getting Started kit to a UPS Access Point or store location for a small fee.

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. The most efficient way to do so is to bring it to a local Xfinity Retail Store or drop it off at a The UPS Store.

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.

Can I transfer service through Getting Started kit?
Yes, you can transfer Xfinity services.

Can I get a CableCARD through Getting Started kit?
Yes. CableCARD Getting Started kits are available for pickup at Xfinity Retail Stores or through direct ship.

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. If you are an Xfinity X1 or Flex customer, 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 is included in the Xfinity Voice Getting Started kit?
See details about what's in a Getting Started kit.

How do I activate the phone service?
See the ways to activate your Getting Started kit.

If I am transferring service, can the installer deliver the equipment?
No, currently the Getting Started kit is only available through direct ship or in Xfinity Retail Stores.

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 Monday through Friday, 11:00 a.m. Eastern Time (ET) to 10:00 p.m. ET
• 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.

When do the email notifications get sent out?
For standard shipping the confirmation email will be sent to you after the two-hour order modification or cancellation window. For priority shipping the confirmation email will be sent to you after 15 minutes. The order shipment emails are sent to you once Comcast receives confirmation that the order has shipped.

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.