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user_bx5d6f
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11/05/2026 10:11 PM

Old modem equipment I do not have

Last year I was at an Xfinity store and they noted it looked like I had several old Gateway modem/boxes that I would be charge for at some point.  I believed we returned them all but made a search and there are no old prior devices just the one I have now.  I've been in this house >20 years and know where everything is and all prior devices have been returned as is required when replacing.  I would like to have any old devices (I do not see evidence on this on my bills but as noted this is what I was told) so there is no "ghost" equipment associated with my account.  Thank you

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1 hour ago

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EG

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122.8K Messages

1 hour ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityAdrienne

Official Employee

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2.5K Messages

1 hour ago

Good Morning, @user_bx5d6f! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I completely understand wanting to ensure that all the equipment is correct on your account, and there is no hidden fees or anything associated with it. I would be more than happy to do an account review, and look into all the details. Can you please send us a DM?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

  1. Click "Sign In" if necessary. 
  2. Click the "Direct Messaging" icon. 
  3. Click the "Start new conversation" (pencil and paper) icon. 
  4. In the "To:" line, type "Xfinity Support". 
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list. 
  6. An "Xfinity Support" graphic will replace the "To:" line. 
  7. Type your message in the text area near the bottom of the window. 
  8. Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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