Visitor
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1 Message
Need to return old router
I was sent a new router because Comcast determined I was due. There is a return shipping label enclosed to send the old one back - presumably in the same box - but it's too small. And because I haven't been able to return it, I now have an added service fee on my bill. Knowing which model I had, why wasn't the new one shipped in an appropriately sized box so that I could return it? The nearest Xfinity store is too far away to take it there, but there's a UPS place just a few miles away. Can I be sent a box of sufficient size to pack the old router in? And can the service fee be refunded since this was an oversight by Comcast?
XfinityVianney
Official Employee
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2.3K Messages
1 day ago
Thank you for reaching out and creating a new post. I see you got a new device and need to return your previous equipment. The box that was sent would be mainly for the new equipment, which you can keep if you need to return it in the future.
For the previous equipment, I don't have a replacement box I can mail directly. We would kindly request that you find a suitable box on you end to ship back the equipment.
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Expert
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31.8K Messages
1 day ago
@user_dgauxm
You can take the equipment to your UPS store where they will box and label it and send it back to Comcast.
@XfinityVianney
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