1 Message
NEED RETURN SHIPPING LABEL
I recently moved to an area not serviced by
xfinity and have been trying to cancel my service that I ended up paying two additional months for when it was disconnected and now I’m fighting to simply return the WiFi router. I received a call from A service associate saying I could access the return label from my account online but when I go to the returns portal there is no devices showing in my list so I have no label to take to UPS. I received another phone call today about mailing the device back but the person on the phone was not clear and did not make it clear what she was asking me and could not answer my questions and paused every thirty seconds then said they’d schedule another call back. I’m not paying for another month of service or any late return fees when the lack of return isn’t my own fault. Any time I try and request the shipping label I’m referred to the returns portal where my device IS NOT SHOWING UP SO I CANNOT ACCESS A LABEL TO RETURN IT.
XfinityThomasC
Official Employee
•
2.5K Messages
2 years ago
Hello, @user_4f3292 please visit the Digital Return Center (xfinity.com/returns) where you can select the devices to return. Customers can return their equipment by scheduling a UPS at-home pickup by printing the UPS return label, boxing up the equipment, and then calling 1-800-PICK-UPS (Customers will need the tracking number from the UPS return label to schedule the pick-up.); or you can simply drop the devices off at any open UPS location (the devices could be packaged up or dropped off as-is(no label needed) and UPS will package them up for our customers). I recommend visiting theupsstore.com for the most up-to-date locations and store hours.
I am concerned that you stated you have paid two additional months of service. You should not be receiving a bill for service usage if you have canceled service. Simply returning your equipment will not disconnect your account. These are two separate processes. To make sure your account is actually disconnected could you please send our team a direct message with your full name and full address? To send a direct message:
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