Visitor
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2 Messages
Told to not return equipment - now have a bill
Last month, I brought my modum to an Xfinity store to return as I was moving. I was told I did not need to return the modum and shown an Xfinity sticker that explicitly stated the modum did not need to be reutrned to the store. I kept receiving text messages about charges for not returning the equipment so i called customer service. Whoever i spoke to said she took care of it, i wouldnt be charged, and would stop receving text messages about the equipment not being returned. A month later, i am still recieving text messages and i now have a $150 bill for the equipment. I called customer service for the second time and was basically told there wasnt anything they could do.
XfinityDena
Official Employee
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4.7K Messages
2 hours ago
@user_uiyss9 I am sorry for any confusion. If you still have the modem I suggest returning it as soon as you can to have that fee removed.
Luckily, we have made the process a bit easier for you. Here: https://www.xfinity.com/support/articles/returning-your-equipment?linkId=85670289 are the steps to initiate a return of your equipment. We have an awesome partnership with UPS and will take care of the postage for you!
You can schedule an at-home pickup by initiating the equipment return at the Digital Returns Center, printing the UPS return label, boxing up the equipment and then calling 1-800-PICK-UPS to schedule the pickup. You will need the tracking number from the UPS return label to schedule the pickup. Or you can always visit a local service center to return the boxes. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/support/service-center-locations/ to locate one near you.
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