Monday, September 18th, 2023 7:26 PM

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!

Official Employee


604 Messages

13 days 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. 


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?  

Official Employee


604 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.
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29.7K Messages

13 days ago


Make sure you get a receipt showing the serial number.

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