New Poster
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2 Messages
Old Equipment not showing up in list when I go to print a UPS label
Recently we switched to your internet service as we previously had a different company. We were already using you for tv but we had to upgrade our tv boxes as part of the switch. We have switched out the main xfinity box and the 2 old auxilary boxes for the new equipment. However when I go to print my return label the only thing that shows are the gateway and 3 new boxes. How can I print a label for my 3 old boxes that I need to return?
CCEthan
Official Employee
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1.4K Messages
2 years ago
@enricofurbelly Hi! You will not be able to print labels if they do not show. This option is mainly for UPS pickup. You can take the equipment to a UPS store and the store will pack, label, and ship for free. If you can only do UPS pickup due to distance from stores, please send us a direct message with your name and address.
Make sure you are signed in to forums
1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon.
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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Expert
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31.5K Messages
2 years ago
@enricofurbelly
And don't forget to get a receipt that shows all the equipment information!
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moodyj66
Contributor
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46 Messages
2 years ago
I had the same issue. I had to switch out outdated equipment but only the new equipment was listed. I had to drive to a service center to return the old boxes.
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