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  Frequently Asked Questions
  
 
How can I check my reward status?
Click on Status Lookup along the top of this page. You can then search by Billing Address and Phone Number or Account Number to view the status* of your item.

*Statuses updated weekly.

How long will it take to receive my reward?
Please allow a few weeks to receive your item after you have maintained the minimum level of services for the required time period. Please call 1-800-XFINITY for more information about the terms of a specific reward.
How will my reward be delivered?
This depends on the type of item. Visa® Prepaid Cards will mail first-class to your billing address, where you receive your Comcast bills. All other items, such as electronics, will ship UPS Standard Ground to your service address. Your service address is the physical address where you have Comcast services. If your service address does not accept deliveries, then you can call 1-800-526-3268 from 8:30 am to 5 pm Eastern time Monday – Friday to request an alternate address for delivery.
Who can I contact if the required time has passed since installation and I continue to receive the "No Record Found" status?
Please note that it can take a few weeks after you have ordered services for the website to show an updated status. If it has been longer than 2 weeks since your installation date, please contact
1-800-526-3268.
I believe I accepted my agreement but the status reflects differently, who do I contact?
To get your reward, we need you to confirm your XFINITY offer at
http://www.xfinity.com/eloa/English/agreement
It’s easy all you’ll need is your account number, order date, and billing zip code or if you do not have it available please contact 1-800-526-3268 for further assistance and confirmation of acceptance completion.
The status of my reward shows shipped however I have not received it, what do I do?
Visa® Prepaid Cards are shipped via USPS standard mail. Please allow 7-10 days for delivery. If you have not received your card after 10 days, please contact 1-800-526-3268.
If you are receiving a merchandise item and the UPS tracking ID shows the item as delivered, please contact 1-800-526-3268.
My reward has been returned, how do I get it shipped out again?
Please call 1-800-526-3268 to arrange another delivery.