Visitor
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5 Messages
Missing Equipment that needs to be returned.
My step mother recently passed, and my father is not very tech savvy. I've been helping him cancel their cable and internet service as he doesn't use them as much anymore. His service is scheduled to officially end July 23, 2025. I have returned all of the equipment I could find, but apparently we are missing a TV Box. We returned every other piece of equipment in the meantime. I went back to my dad's home to look for the missing TV Box, but couldn't find it. My dad unfortunately doesn't remember any other TV Box aside from the ones we have already returned.
I tried to contact Customer Support through Xfinity's support number, but kept running into dead ends, and wasn't able to get a hold of a real person. I'd like to know what my next steps for reporting the missing equipment are, and if there is any charges for the equipment i should be expecting.
Any help with this would be appreciated.
XfinityVianney
Official Employee
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2.6K Messages
9 months ago
First, I'm sorry for your loss. I know this alone is a lot to deal with, and having to work on the equipment return is just another thing added to your list. That said, you've reached the right place. We can certainly help report the device lost. To confirm, are you listed as an authorized user on their account? If not, we would need to add you as a Primary or Manager to discuss the account in more detail. You can read more about how to add users and their roles here: https://www.xfinity.com/support/articles/primary-and-secondary-accounts.
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