equipment return page not working

I am so sorry that you are having this concern with your access to the site! You are able to get to the UPS store and they can do all of this for you too! If you want, you can also send me a DM with your name and address so I can help you find the stores or the UPS stores in your area. Let me know what works best for you! 

Still broken in every browser. Any plans to fix this? Or just going to leave it permanently broken? Thanks

@user_fa1c92 Sorry to learn of the issues with the equipment page. Have you tried other devices besides browsers at all? 

Our Digital Return Center at https://comca.st/3v9tGB6,

• You can schedule an at-home pickup by initiating the equipment return at the Digital Returns Center, printing the UPS return label, boxing up the equipment and then calling 1-800-PICK-UPS to schedule the pickup. You will need the tracking number from the UPS return label to schedule the pickup.   
• By printing out the label, you can drop off at The UPS Store or a UPS Authorized Shipper location.
• Give package to a local UPS Driver.
• Can call 1-800-PICK-UPS to schedule an at-home pickup by using the label tracking number. 

I hope this provides a little more in options for you. 

Must be a bot replying here.  The canned response suggests this is the case.

If not a bot, then please read and understand posts before replying.  I can't schedule a pickup at the Digital Returns Center, because that is exactly the part of the Xfinity website that is NOT WORKING.  It does nothing upon clicking the Confirm button; it stays on that page in limbo.  Considering that, how do you propose I print a label using the returns center?

And to reiterate, drop offs are not an option for me.

I'm sorry this issue is still occurring for you @Xindefinite ! No worries, we're not bots and are here to help on the forums as experts. Are you logged into the primary Xfinity ID username when trying to print this return label? If you're not sure which username is the primary you can look it up here.

@XfinityCassandra​ 

I logged in as primary (my account shows one user).

It works up until the Confirm button is clicked, at which point it briefly shows the busy icon on the button, then nothing further happens.  I waited for a long time in case there are delays in processing the request.  I tried various browsers and disabled all add-ons and still no joy.  Your software engineers need to fix this.

I appreciate you trying these steps. I'm sorry it's still giving you so much trouble! What type of device are you accessing the returns website on? (Laptop/desktop, smartphone/tablet, etc.)

Since the equipment isn't deactivated and removed unless it's returned you should be OK. I'd like to take a look to see if we do have an option to help you with getting the return label. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Round and round we go.  I've been through all that with several agents.  Perhaps you have access to the direct message history – you should, since the same direct message thread was replied to by several employees.

In short, Xfinity's ultimate "solution" was to have a tech come out to check my service (Seriously?  I am on record as having stated there are zero issues with my internet service after the last tech replaced the lines!) and to pick up the gateway.  The last part is relevant and might work, IF the tech will provide a machine-printed, dated, tech-signed receipt proving that I returned the equipment.  Otherwise, no.

As it seems this web tool is being worked on, I may just keep checking to see whether the label printer gets fixed AND whether I can select the old gateway again.  I suspect, however, that the old gateway is forever gone from the list.  The irony!  If the label printer app finally starts providing pickup return labels, I still won't be able to use it to return the gateway.  What a train wreck this is.  And why did the old gateway show in my list as "inactive" but available for selection and now is completely missing from the device list?  Am I to understand from this that Xfinity no longer considers it returnable?  If it is still returnable, it should appear in the list of devices that I can start a return on, no?

If I can't select the old gateway and send the old gateway back with a newly printed label, my returned unit serial won't match the unit selected at the time the label was printed, and I can only imagine the kinds of problems with Xfinity's system that would create.  There is supposedly no expiration date on the original UPS dropoff label that was in the box with the replacement gateway, but that doesn't mean Xfinity still has a record of the old gateway's serial # and would process the return properly.  I'm not sure what I'm supposed to do with this thing now.

@Xindefinite I can understand the trepidation and frustration since you've been dealing with this issue for so long. I do have the ability to review our past conversations, however; since they're older conversations, I would need you to send me a new direct message to take a deeper look into your account and equipment. 

@Xindefinite I am sorry you are going through that. You are able to just drop off the gateway at any UPS location or Xfinity store. We will take it from there. 

@Xindefinite 

 Please send us a direct message. We will be happy to assist with your equipment. Thank you. 

Thank you for the detailed messages you've sent to us and we do understand you've been going through a pretty frustrating process. We would like to make sure and get this corrected for you and check the account. Please send us a Direct Message with your full name and address at your earliest convenience.

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

Hello there @user_9d0abc! Thank you so much for reaching out to us here via our Forums platform. I am sorry to see that you have been experiencing issues with getting a return label printed out. I will be more than happy to help you. Can you please send us a DM to start?

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

These options do not exist on my page......

- Click the "Peer to peer chat" 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

And, there is no option for "chat" other than with your virtual Xfinity Assistant.

Hey, @ursusarctos, thanks for being so descriptive in your message to get us on the same page. I appreciate you already taken those troubleshooting steps on your end to try and get past that error message. What is the main browser you prefer to use? Have you tried to clear your cache/cookies? If not, can you please do so now and let me know if that fixes the issue? 

@XfinityMarcos​ Thanks for the reply.

I'm using Chrome, and I've tried both clearing the cache and cookies.  Same error message.

I've also tried using "incognito mode" on Chrome, which should bypass any site data.  Same error message.

I've also tried my backup browsers--Firefox and MS Edge--which I only use when I suspect something isn't working right under Chrome.  Same error message.

@ursusarctos, gotcha, it sounds like you've certainly taken all the right initial steps on your end. I'd like to take a deeper dive into this with you and possibly even submit a ticket to our engineer team if we can't fix this remotely. Either way I have your back on this. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Yes please!  As far as I understand the situation, escalating this to the engineer team seems pointed in the right direction--exactly the opposite of the "tech support runaround" that people were mentioning upthread.

@ursusarctos, if we need to go that route, I'll be sure to keep you in the loop every step of the way. I look forward to working with you on this in a direct message and making sure we can help with getting your equipment returned to avoid any nasty unreturned equipment fees. Those are never fun for anyone to see lol. I honestly love that Xfinity has so many convenient return options, so I'm sorry that you've had issues with this route.