Return unused equipment has wrong serial number

I was sent a new modem when I changed my plan but want to keep using the old modem as I have it configured the way I want. Im getting charged for the old modem but want to return the new one, can you help?

I keep getting text messages to return the modem Im still using.

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XfinityFrank

Official Employee

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1.9K Messages

2 hours ago

Hi there, @user_wecxsd! Thanks for reaching out to us here on the Community Forum. As long as the current modem is working for you, you can certainly keep it. The quickest resolution would be to return the unwanted device to your local XFINITY Store, however if you prefer to ship it back, options are located here. Let me know if you have any questions on these methods!

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user_wecxsd

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2 Messages

Thank you, When I try to return via link it only gives me the option to return the modem i am using, not the one I want to send back.

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1 hour ago

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XfinityFrank

Official Employee

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1.9K Messages

Understood, @user_wecxsd. Let's see what's happening, and then we can get you a manual return kit if shipping is your preferred returned method. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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25 minutes ago

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user_wecxsd

Return unused equipment has wrong serial number

XfinityFrank

user_wecxsd

XfinityFrank

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