Visitor

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1 Message

Tuesday, October 28th, 2025

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Cancelled Xfinity Internet & now I have to return a Flex Box?

I cancelled my Xfinity internet service over a week ago after switching to Sonic Fiber (soooo much better btw). While I was on the phone with the Xfinity rep to cancel my internet, they informed me that since I was using my own modem and router, I wouldn’t need to worry about returning equipment as there’s nothing to return. However, they later mentioned that they see there’s a flex box associated with my account that needed to be returned. I was confused because I never received such equipment from them, which I told the rep. I can tell that the rep was a little confused on how to handle the situation. He told me that it was a hypothetical situation and I might or might not be charged for it (he couldn’t see it on his end lol so is it there or is it not???). He just instructed me to contact Xfinity again if I get a notice or a charge regarding the said equipment. 

Sure enough a few days later, I receive a text and an email about returning equipment or else I’ll have to pay a fee. I’m not sure what to do about this because I never received the flex box. I’ve been using Xfinity for years ONLY for the Internet no matter how many times they tried to sell their mobile and other services to me. I’ve always declined everything. Now they’re saying the flex box which is a tv box associated with my account is bizarre. I don’t even have a tv. Please check my account and see there is no flex box or tv services activated on my account because I never received it!! I don’t want to be charged incorrectly for equipment I don’t have just because I decided to part ways with Xfinity for a better ISP. 

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Official Employee

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2.4K Messages

4 hours ago

 

user_32flhp Welcome to our community forum and thank you for letting us know about the notification you received about returning your Flex box. The Flex box is free for our internet customers to use, and allows you to log into all your favorite streaming services so you can search for content from one convenient place :). I wouldn't want to be charged for equipment I never received, so I'd like the opportunity to help.
Please send a direct message to Xfinity Support by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address in the body of the message so I can find your account and get started on a resolution. 

 

Official Employee

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2.4K Messages

2 hours ago

 

user_32flhp Thank you for trusting my team to help with the Flex Box that was registered to your account. You can find instructions to return equipment here for future reference :). We would love to have you back in the Xfinity family if your needs change going forward. I hope you have a wonderful rest of your day ❤️

- XfinityEmilyB
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