Visitor
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1 Message
Cancellation issue – instructed to remove professionally wall-mounted equipment myself
I recently contacted Xfinity support to cancel my service, and I was told that I am expected to remove and return the device myself.
However, this device was professionally installed by an Xfinity technician and appears to be wall-mounted / built into the unit infrastructure rather than a normal customer-removable modem/router.
I am concerned because removing installed equipment may risk:
- damage to the wall,
- coax/fiber wiring damage,
- or damage to the equipment itself.
I was also told that no technician removal service would be provided.
As a customer, I do not believe it is reasonable to expect users to detach professionally installed infrastructure without proper technical guidance or assistance.
I would like clarification regarding:
- whether this equipment is actually intended to be customer-removable,
- whether it should instead remain in the apartment,
- or whether technician removal can be arranged.
At the moment, I am not comfortable attempting to remove installed wall equipment myself due to potential property and equipment liability concerns.
XfinityQuemekia
Official Employee
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1.1K Messages
1 hour ago
Hello user_phlrib! I completely understand your concern. Removing wall-mounted equipment can be intimidating, especially when you want to avoid damaging the property. If you are in a Wi-Fi Ready location (where the gateway was pre-installed before you moved in), the equipment is actually intended to stay in the unit.
I'll be happy to check if your specific address is officially flagged as a Wi-Fi Ready location to give you total peace of mind!
Send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
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