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user_izbq2b
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Visitor

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2 Messages

11/09/2026 5:18 PM

Keep getting texts to return equipment that I’m using

Tried to use the chat but it doesn’t understand me. So I’d like to know how I can explain to Xfinity that I’m still using their modem. I just upgraded my service. Not sure if that is the issue. 

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2 hours ago

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XfinityNasser

Official Employee

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39 Messages

2 hours ago

Hi @user_izbq2b. Thank you for choosing the Xfinity Community Forums to address your Xfinity equipment. You mentioned that you're still using the Xfinity modem, but we'd like to know more about the nature of the issue. 

Are you getting communications advising of equipment needing to be returned? If not, can you please provide more details about what's happening?

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user_izbq2b

Visitor

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2 Messages

Hi, Xfinity here. Please return your UNUSED Xfinity equipment. This will reduce your monthly bill and protect the environment. https://xfinity.com/returns Txt help or stop

Msg&DataRatesMayApply

I don’t have anything unused equipment.

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2 hours ago

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XfinityNasser

Official Employee

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39 Messages

I appreciate you clarifying that. Rest assured, you've reached the right place. I'll need to review it on our end. For the privacy and security of your account, we'll need to move to private chat. 

To do so, can you please send our team a direct message with your full name and full address?
 
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new conversation" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

How to: Direct messaging within the forum | Xfinity Community Forum

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 hours ago

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