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user_5c5b07
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Monday, September 18th, 2023 7:26 PM

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I need help returning equipment after cancellation!

We recently moved outside of the Xfinity service area, and would desperately like to return our equipment.  Here's the bullet points of our adventure:

1) Original phone rep mistyped email for emailed return labels

2) Upon calling 3 times after not receiving the email, we were told the email would be sent to the comcast email on the account

3) The comccast email is deactivated, since it was never used, and it can't be reactivated, since the account is cancelled.

4) The account doesn't show any devices, so I can't print a new shipping/return label.

5) This account for the forums doesn't allow for a email change, so, once again, email account that's not active is listed as primary, which is just a bad idea.

Someone, please help.  I just want to give your equipment back!

Question

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Updated 

11 months ago

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XfinityThomasB

Official Employee

 • 

1.5K Messages

1 year ago

Hello @user_5c5b07

Thank you for reaching out! Sorry to hear about all these hurdles to get the equipment back. We do have an agreement with the UPS Store to handle returns. The link here below would provide you with all the details to find the closest UPS Store to you. The Xfinity Store could also handle the equipment return. 

https://www.xfinity.com/support/articles/returning-your-equipment

4

0

user_5c5b07

2 Messages

We're over an hour away from the closest Xfinity store, unfortunately.  

Just to verify, I am able to walk-in to the UPS store in an area of the country not served by Xfinity, with no label, and they are able to take the equipment?  

1 year ago

0

XfinityThomasB

Official Employee

 • 

1.5K Messages

No worries! You can walk into any UPS store to handle the return. They would provide you a return label for your reference. You can track the progress of your return at xfinity.com/returns or on UPS.com.

  • To find your tracking number:
    • Reference the tracking number on the return label to monitor your package.
    • Reference the tracking number on your physical receipt if a UPS Store representative packaged the equipment for you.
  • Please allow up to two weeks for the return to process and your account to reflect these changes.
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

1 year ago

0

user_yv5fsq

1 Message

when i go to the page, it doesnt have a device i can select to return

11 months ago

0

XfinityOrlandoM

Official Employee

 • 

1.4K Messages

@user_yv5fsq

 

The link is for printing of UPS shipping labels, you can just drop it off at nearest UPS store they will know how to help you.

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

11 months ago

0

Again

Expert

 • 

31K Messages

1 year ago

@user_5c5b07 

Make sure you get a receipt showing the serial number.

0

user_hnb0hl

2 Messages

1 year ago

I canceled my service and am being billed for a piece of equipment that I never had.  The number on the bill goes to a person trying to sell me a warranty. I told the rep when i canceled i did not have that equipment.  I am unable to find a person to contact.  It's all bots or FAQs.  I do not want this stupid bill going to collections but i am not going to pay it.  This multimillion/billion dollar company needs to take my word for it and write off this $120 incorrect charge.  Please provide some assistance.  

2

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XfinityEmilyB

Official Employee

 • 

1.7K Messages

Welcome to our Community Forum, @user_hnb0hl! I know I'd be concerned if I saw a charge for equipment I never had, so I want to make sure this is taken care of. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

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

1 year ago

0

XfinityEmilyB

Official Employee

 • 

1.7K Messages

@user_hnb0hl Thank you so much for trusting my team to make sure you're not charged for equipment that you don't have. It was a pleasure helping today and I hope you have an awesome rest of your week :). 

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

1 year ago

0

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