Help with equipment returns

Totally understandable — we hear you, and you're absolutely right to ask these questions.

When an account is still active, we're able to generate a return label because the system recognizes the equipment as linked to that account. But once the account is closed, the return process changes a bit. The system no longer lists the equipment under the online return tool, which is why you're not seeing anything there — and unfortunately, that means the option to create a shipping label automatically isn’t available.

We know how frustrating that sounds, especially since you received the equipment by mail. The difference comes down to how the return system is designed — and we agree, it doesn’t always work in a way that makes sense, especially for situations like yours.

That said, you can still drop the equipment off at any UPS Store — not just an Xfinity Store — and they'll handle the return for you at no cost. You don’t need a label or box; just bring the equipment in, let them know it’s a return to Comcast, and they’ll take care of the rest.