Visitor
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1 Message
4K Cable Converter Wifi
Hello I just cancelled my service on 8/30 and received an email a few days later asking me to return the 4K Cable Converter Wifi which I don't know what it is. I returned the rental modem/router (black tower looking thing) to the store and still have the receipt for it. The serial number on the receipt doesn't match what is listed on the email. Seeing so many posts about the same issue, I don't want to be charged or my account being sent to collection for something that I don't own or have knowledge of.
XfinityGabriel
Official Employee
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3.5K Messages
1 hour ago
Hi there, and thank you for reaching out. I can certainly understand your concern, especially after already returning your modem and seeing a different device listed in the email. We'd be happy to take a closer look at the equipment associated with the account and verify what's showing in our records. Since you still have the return receipt, that may be very helpful during our review. Would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, and we'll be glad to investigate the equipment details with you. Our goal is to ensure everything is documented correctly and to help prevent any unnecessary charges if the equipment has already been returned or was never assigned to your account. We look forward to assisting you further.
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