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tamio
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Visitor

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6 Messages

Wednesday, July 16th, 2025

Equipment Return

I recent had my gateway upgraded as my old one was dropping connection regularly.
I instructed the agent that I live in a rural area and am not close to any xfinity stores or FEDEX or UPS locations.
Requested a return label and box for my old equipment.

The new modem is nowhere near the size as the old one, I am unable to get to a drop off location and I don't want to be billed for two modems.

I cannot get a live person on the phone to ask for help.

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Updated 

7 days ago

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XfinityGabriel

Official Employee

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2.4K Messages

8 days ago

 

tamio, Hi there! Thanks for reaching out. I can understand the importance of getting that equipment returned to avoid additional fees on the extra modem. You've reached the righ place. Our team of experts are happy to help with this over social media. One option is to initiate a return online by visiting our Equipment Return page at this link here. Here is where a prepaid shipping label will be prepared for you to print. With the prepaid shipping label, you would package the equipment yourself using a cardboard box and the prepaid UPS shipping label you printed at home. How does this sound?

 

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XfinityGabriel

Official Employee

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2.4K Messages

8 days ago

 

tamio, No problem. I am sorry to learn that we did not help with this in the initial exchange. We are happy to assist. To get started, please send us a direct message with your first/last name and full address.  You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

 

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tamio

Visitor

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6 Messages

8 days ago

when I try to direct message, the only name that comes up is 

XfinityGabrielS

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XfinityAlyssaA

Official Employee

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2.1K Messages

@tamio, are you able to try typing "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears? If you are not seeing the drop-down menu, please try clearing cache and cookies or an alternate web browser. 

 

(edited)

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

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8 days ago

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tamio

Visitor

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6 Messages

Message sent to Xfinity Support

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8 days ago

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XfinityKassie

Official Employee

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1.9K Messages

 

tamio Thank you! We have receieved your DM, and look forward to assisting you today! 

 

(edited)

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

Like

Reply

8 days ago

0

tamio

Visitor

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6 Messages

@XfinityKassie thank you so much for your help!

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7 days ago

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