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user_162mpc
1st Topic

3 Messages

Tuesday, December 5th, 2023 5:49 PM

Closed

"Our records show you have unreturned Xfinity equipment"

I received a text saying that I have unreturned Xfinity equipment that I must return by today to avoid being charged. I am confused by this because I never changed my plan and am still paying the same (absurdly large) bill. It is not clear to me what I am expected to return when looking at the returns page linked in the text.

Question

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Updated 

1 year ago

186

1

0

CCXanadu

Retired Employee

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300 Messages

1 year ago

Have you upgraded or swapped any equipment recently? Any time our gateway upgrade is prompted and a replacement is sent, the old one does have to be either sent back via UPS or brought into an Xfinity Store nearest to you. If there has been an upgrade of video equipment (like for example a new 4K TV was purchased and your cable boxes were changed to our 4K capable devices) then the previous boxes would also have to be returned after that change.

3

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user_162mpc

3 Messages

I haven't upgraded or changed anything, I'm using the exact same stuff I have for quite a while now.

1 year ago

0

CCXanadu

Retired Employee

 • 

300 Messages

I can look into your account to check which equipment is listed as unreturned.

 

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 forums page.

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

1 year ago

0

user_162mpc

3 Messages

Thank you, I have sent a direct message.

1 year ago

0

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