Visitor
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1 Message
I Need Help Returning Equipment
I recently just canceled Xfinity service and moved addresses and I need to return both a modem and flex box I never used. But on the website it doesn’t give me an option to select devices and I didn’t get the chance to print off a return label.
I don’t have the option of visiting a store and I want the equipment to be picked up at my new address. I’ve tried calling and going through the process from the website but it’s been too difficult to be directed to the right pages or finding someone to speak to directly.
I’d like to take care of this today, so if anyone could help me I’d much appreciate it!
XfinityRyanE
Official Employee
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1.1K Messages
2 years ago
Hello @TillmanCBolden, thanks for reaching out for help with your equipment return.
You mentioned that you never used the modem or flex box, so it sounds like it was never activated on your account. If you received equipment from Xfinity, but didn't go through the process of connecting/activating the equipment, then it wouldn't show up in your account to mark the equipment for return.
You can still take your equipment to UPS, and they will pack/ship the equipment back to us at no cost to you, but if you do not have the option to create the shipping label from your account page, than a home pickup would not be possible. If you go here: https://www.xfinity.com/support/articles/returning-your-equipment, we have a break-down of the 3 return options we offer, and if you have any question we are here to help where we can.
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