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user_cas7321
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11/04/2026 10:30 PM

Returning Equipment

Will xfinity waive unreturned streaming tv box fee? I returned it to an actual Xfinity store quite a few years ago. When I canceled service and checked what they wanted back, I see the tv box is still listed on account. I never noticed since it was a $0 charge on bill anyway. Store says they can't confirm receiving it since I dont have a receipt of proof and I'd need to contact support - but I already did that and they said to contact the store... Endless loop. Cant it be looked up in an inventory history or something?

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18 hours ago

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XfinitySeth

Official Employee

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1.7K Messages

18 hours ago

Thank you for stopping by to explain your situation user_cas7321! We never want you to be responsible for fees or equipment that you've already returned, so we'd be happy to look into this further for you 👍 To get started, please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

 

You can see how to send us a direct message here,

How to: Direct messaging within the forum | Xfinity Community Forum

 

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