Frustration with Xfinity Equipment Upgrade and Support

@XfinityJamesC​ 

As far as I can tell, my post isn’t anonymous and is linked to my Xfinity account, which has all my personal information.

@user_71q9i0 

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service.

You would want to return the previous modem to avoid fees. We have made the process a bit easier for you. Here: https://www.xfinity.com/support/articles/returning-your-equipment?linkId=85670289&linkId=177085098 are the steps to initiate a return of your equipment. We have an awesome partnership with UPS and will take care of the postage for you! 

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. Or you can always visit a local service center to return the boxes. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/local/store-offers?linkId=177085099 to locate one near you. 

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- 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

Thanks, I’ve initiated the return process—it seems straightforward. I strongly suggest including return instructions as part of your upgrade/replacement procedures.

Since you're unable (or unwilling) to access my profile and retrieve my information, I’ve sent it via direct message. I’m now waiting for your response regarding my concern

@user_71q9i0 We do not assume the information you have on your profile is the current account you are speaking of when reaching out, and we have policies in place to keep your account secure. We will always verify the address and with whom we are speaking with. I do see your message and I will respond there. I appreciate you working with us.