dacr60's profile



36 Messages

Sat, Dec 19, 2020 12:00 PM

Returned Equipment Still Showing on My Account

Hi.  I recently bought my own modem/router and cancelled the rental with Xfinity.  I returned the Xfinity modem to an Xfinity store and received a receipt.  The Xfinity modem is still appearing under "Devices" on my online account.  How long does it take for the device to be removed from my account?  Also, when will my billing reflect this change in service?  The old amount is shown online and under My Account on my X1 television.  I tried to call Customer Service for information, but it was useless.  Thank you for any clarification you can provide.


Accepted Solution

Official Employee


2.8K Messages

7 m ago

Hello, drocco60! Thanks for reaching out to us with your concerns.

Depending on when you made this change, you may not see it reflected on your bill until after your next print date. You can find your print date listed at the top of your latest bill. This is because we bill a month in advance so you will see a credit on your next bill for any overage that was already billed to you.


As for the equipment, it will naturally show on the app for some time until it is cleared from our back-end servers. As long as you can see the rental cost was removed from your bill, you are good to go! 🙂


If you would like us to review your account quickly just to double-check that all is well, we would be more than happy to do so. Please send me a private message with your first and last name, as well as your service address so I can assist. 


 To send a private message, click my name "ComcastTambrey", then click "send a message".

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