Visitor
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2 Messages
My devices are not showing up to return
I am trying to return my Xfinity equipment after recently moving to New York state. There are no Xfinity stores here so I do NOT have the option of returning my equipment to a store. When I go through the returns process online, I keep getting this message to 'Please select a device' but there are no devices to select. I have spoken to several agents who have been unable to help me and keep re-directing me to UPS or the same exact return link that shows no devices. UPS has confirmed they can NOT accept a package from me without the prepaid return label. So now I am stuck. How am I supposed to return my equipment in this situation? It is a scam to try and charge me late return fees if you cannot help me.
Accepted Solution
CCYvonne
Contributor
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340 Messages
2 years ago
Hello @user_0149dc I can ship a return label and box to you.
Can you please send our team a direct message with your full name and full address?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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asdffg
Visitor
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1 Message
2 years ago
facing same issue and don't think its system issue. why you make it difficult for customers to return their equipment ?
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user_e48fd4
Visitor
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2 Messages
2 years ago
I am having the same issue except I do not live near an xfinity store or a UPS store (I'm talking a 2 hour drive to one). I can drop it off at a UPS pick up point but I need a return label. I cannot get a return label because xfinity won't let me log into my account (it says I don't have authorization to change the account even though I'm the only person on the account). I have called 5 times and no one knows what to do. I am going to be charged when I am trying so hard to return this router. Please send me a return label so I can drop it at a UPS pickup point or schedule a home pickup.
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