Visitor
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1 Message
Missing TV Box
Hello, I recently moved out of the country and during the move, the TV Box I had was lost. I received a message from Xfinity saying that I need to return the device but I cannot find it and I won't be back in the US in the near future. I am now in Europe without a way to call Xfinity and I don't know what to do. Is there any way to avoid the unreturned equipment charges?
XfinityCliff
Official Employee
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397 Messages
1 hour ago
Thank you, @user_3sjmx0 for sharing your situation on our Xfinity Community forums.
Moving internationally can certainly make equipment returns more challenging, especially when an item goes missing during the process.
Under Xfinity's equipment return policy, leased equipment is expected to be returned when service is disconnected. If a device is not returned, an unreturned equipment charge may be assessed for the value of the equipment. In situations where equipment has been lost, the equipment may still be subject to those policies because it cannot be returned to Xfinity.
If it is possible that a friend, family member, former roommate, or someone who helped with the move might still have access to your previous residence or belongings and be able to locate the TV Box, they could return it on your behalf and obtain a receipt for the return, which could help avoid unreturned equipment concerns.
We appreciate you taking the time to explain your circumstances and hope the equipment may still turn up among your packed or stored items.
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