Modem

Where to return modem

Please see https://www.xfinity.com/support/articles/returning-your-equipment.

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These steps will get you all sorted out user_wyv813.

Option one: Xfinity Retail Store

Go to any Xfinity Retail Store.

1. Find an Xfinity Retail Store near you.
2. Go to xfinity.com/stores to make an appointment or stop by your closest Xfinity Retail Store.
3. Drop off your equipment at the Xfinity Retail Store.
   • Make sure to give your equipment to an Xfinity Retail Store representative.
   • After you return your equipment, it'll be removed from your account right away.
4. The Xfinity Retail Store will give you with a receipt confirming your return details.

Option two: Use a prepaid return label and drop the equipment off at a UPS location

1. Use the prepaid return label from your most recent Xfinity shipment (if applicable).
   • If you got a prepaid return label in a recent shipment, go to step 6.
   • If you haven’t gotten a prepaid return label in a recent shipment, go to step 2 for at-home printing steps.
2. Sign in and go to the Equipment Return page.
   • You must have your Xfinity ID and password to process your return online. If you need help with your ID or password, go here.
   • Already submitted a return?
     • You can track your return at the Pending return status page.
3. Check the device(s) you'd like to return. Then, select Continue.
   • When returning your device(s), check the serial number on the device to make sure that it matches your selection.
   • If you're returning a TV Box, you can click Identify Device.
     • This will send a signal to that TV and show an on-screen message to let you know it's the correct TV Box.
4. Choose a reason for return. Then, select Continue.
5. Select a return option, follow the listed steps and press Confirm.
   • If you’ve selected UPS Prepaid Shipping:
     • Return to the Device Management Center.
     • Select Return Details for the device you’re returning.
     • Click Print Shipping Label to print the label for your package.
6. Put the equipment being returned into its original box or any at-home cardboard box that fits your equipment. Note that only the device, remote, and power cord need to be returned. There is no need to return HDMI, Ethernet, or cable wires. Make sure the device is securely placed in the box and add any other padding (newspaper, cardboard, etc.), if needed.
7. Place your UPS prepaid shipping label on the outside.
   • Keep the top portion of the label with the tracking number included, as this will be your receipt.
8. You can either:
   • Drop the package off anywhere UPS shipments are accepted.
     • Find the nearest drop-off location here.
   • Call 1-800-PICK-UPS to schedule an at-home pickup by using the label tracking number.