Unreturned equipment fee for ~10 year old equipment

I received an SMS asking me to return Xfinity equipment (likely a TV box and a broadband modem). We sold our condo and no longer have access to the equipment. It is around 10 years old. Is it possible to waive the unreturned equipment fee?

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XfinityAdrienne

Official Employee

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2.2K Messages

2 hours ago

I am happy we were able to work through a ticket to get the equipment investigated and removed on our end, @user_vrzirs! Please don't hesitate to reach out to us in the future if you have any other questions/concerns, we are happy to help! Have a wonderful rest of your day.

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XfinityMatthew

Official Employee

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2.1K Messages

5 hours ago

Hello @user_vrzirs We can certainly review it to see if this is a case where those could be waived. Did you leave all the equipment behind after selling the condo?

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user_vrzirs

Visitor

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2 Messages

3 hours ago

Yes we left both devices behind after we sold the condo and moved out.

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XfinityMatthew

Official Employee

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2.1K Messages

Okay. Appreciate you confirming. Let's take a look at the account. Please send us a DM with your full name and the service address for the condo.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
How to: Direct messaging withing the forum.

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3 hours ago

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user_vrzirs

Unreturned equipment fee for ~10 year old equipment

XfinityAdrienne

XfinityMatthew

user_vrzirs

XfinityMatthew

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