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Friday, March 8th, 2024 2:12 PM

Can’t Return xFi Pod

Seems like this a a fairly common occurrence. I’m trying to return an xFi pod ordered for a refund. I’m within the 30 day return policy. While my account shows the charge for the pod, the equipment does not show up under my items so if I go to the device return link I can’t choose it. I filled out an online return form and then received an email a few days later. However the link to produce the UPS shipping label logs me into my account and says nothing found. This is likely due to the initial issue of the pod not being on my account.

So I drive out to a store on a rainy Sunday with my small child and they can’t return them either because a manager isn’t on duty. They provide a direct line to Xfinity cs, which I call. They can’t make a ups ticket either. I’ve spent hours taking to them and finally one agreed on Monday to schedule an ups pickup at Xfinity’s expense. Yet I revive no case number, no email, no text. I called back this Wednesday and go through the same ordeal. This time I get case number and am assured ups will reach out shortly, but the next day the case is closed.

I’ve spent at least a dozen hours on this. As such, I’m requesting that the funds simply be credited back to my credit card without further action on my part. I think I have really gone above and beyond trying to return these. I’m surprised Xfinity hasn’t just paid me back and issued a $100 credit as an apology. I’ve already contacted AT&T who has agreed to pay any cancellation fee I may encounter by switching. If I don’t get a resolution by today, I’ll be cancelling.

Official Employee

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1.7K Messages

5 months ago

Hello there @user_i37dqi!  Thank you so much for taking the time to reach out to Xfinity Support here on our Community Forum to voice your concerns.  We are so glad to hear from you and want to help in any way that we can to get things squared away.  No worries!  You have reached out to the right place.  Please feel free to shoot us a private message so that we can get a closer look at things for you.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (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

 

 

Official Employee

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1.7K Messages

5 months ago

Thank you so much for that info.  At times, the devices may not be visible in store.  You can always return the devices at a local UPS Store and they can be returned to us, free of charge. 

5 Messages

I don’t have a shipping label, though. Do I just show up to the ups store and tell them I want to return to Xfinity. Will they know the address?

Official Employee

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1.7K Messages

Not in going to the UPS store.  One won't be necessary.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Official Employee

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1.7K Messages

5 months ago

No worries!  You won't need a shipping label.  We have an agreement that with UPS Stores that they will return devices to us free of charge to our customers.  Just be sure to follow up with your receipt.  There will be a confirmation of return there that you can share with us.  

5 Messages

Ok, I was told twice this week that a scheduled ups pick up would occur but I’ve heard nothing. Just endless loops of tickets open and closed with no follow up. Below is the last one. Even now, going through the message center above they say they’ll need to open a ticket. They took down my phone phone and email over and hour ago and have since stopped responding.

Hi, it's Xfinity Assistant.
Your case [Edited: "Personal Information"] regarding xFi Pods Inquiry has been closed. There is no further action required.

Txt Stop
Msg&DataRatesMayApply

(edited)

Visitor

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1 Message

29 days ago

I have the same issue.  I’ve been on the phone and chat with Xfinity customer service 7-8 times for over an hour each time, trying to return 2 xfi pods I purchased online from Xfinity.  Each time they try to direct me to the online device return form which I’ve already filled out over 10 times.  It’s the same playbook from each customer agent…”don’t worry, we will take care of this today before the call ends”.  Then it’s the same spill each time.  I’ve been told that I could take them to my local Xfinity store to return them but my local Xfinity store won’t accept them back because they were purchased from Xfinity online.  I still haven’t received a email from submitting the online return form many, many time.

Were you ever successful in returning your xfi pods?

Official Employee

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1.4K Messages

Greetings, @user_e540ba! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues returning your WiFi Boost Pods, but you have definitely come to the right place for assistance.

 

If you could 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, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

5 Messages

Hi, yes I was able to return them. However, it was the most difficult thing I’ve ever returned in my life. I finally went to a UPS store and they handled everything. I explained that I couldn’t create the shipping label and that I had been to multiple stores getting tons of conflicting info. The UPS guy was really cool and said he had heard every Xfinity horror story. He gave me a receipt and other documents and said to hold onto them for 6 months to a year. He said that was because Xfinity likely wouldn’t refund my money and I’d need proof of return and that even if they refunded I should watch my statements because he had heard of Xfinity reversing refunds long after the fact. Well he was exactly right. I never received a refund and had to scan all of the proof and send it in. Xfinity then took down the wrong email address of mine prompting additional calls. I’m now checking each month to make sure they don’t rebill me. [Edited: "Removing phone number"]. I ended up getting a a TP-Link AX3000 WiFi 6 range extender for $100 off Amazon that works way better than the xFi pods. 

Best of luck to you.

(edited)

2 Messages

What is the trick for UPS? I’m in the same boat with being told you don’t need a label for ups. Form doesn’t work at all. I went to the store only to be kicked out, one rep said they had to chat the special team. Multiple cases open and closed a short time later. I just want these things gone and  the charge off my Xfinity bill. 

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