3 Messages
Can't return cable box
I can't return a cable box that I don't use and am being charged for. It doesn't show up in the "return equipment" list. I've chatted with reps on multiple occasions and have been assured the issue is resolved, it wasn't. I do have an old modem that I need to send back and I have an option to print a label for it, is it possible to send the cable box with the modem I'm sending back in the same box or do I have to have two separate shipping labels?
CCKrista
Retired Employee
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1.5K Messages
11 months ago
Hello @user_arbu1t, thank you for taking the time to reach out on social media. Excellent question! Both pieces of equipment can be returned in the same box, however I'd like to make sure your account is properly noted for the piece of equipment that is not showing up on the equipment list.
To access your account, will you please send us a direct message with your full name and complete service address.
To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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XfinityWilliam
Official Employee
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1.4K Messages
11 months ago
It was a pleasure to assist you today, @user_arbu1t. I am glad we were able to take care of that equipment charge, take it off of your account and get you into a new internet package to help save some money. Take care and have a good one!
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