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user_xdl5ho
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Visitor

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2 Messages

Sunday, September 21st, 2025 12:30 PM

PLEASE send me a prepaid label to return equipment

I see I am not alone with this issue:  I canceled my service almost 2 months ago and still am unable to generate a prepaid label to ship back equipment via the xfinity.com/returns page. I've called numerous times and was informed that either a) the prepaid UPS label is on its way via USPS, OR b) I have to go to the UPS store and pay for the shipping. I've been charged for unreturned equipment now. WHY IS THIS SOOOO DIFFICULT?! Can someone help me PLEASE?! I'm trying to do the right thing here, but you're making it impossible for me to do so.

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3 months ago

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XfinityJeff

Official Employee

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533 Messages

4 months ago

Good morning @user_xdl5ho, and thanks for reaching out to us on the Xfinity Forums, I hope you are having a great weekend so far. I am sorry to hear that you are having issues getting a return label for your equipment, but you have come to the right place for assistance. The best way to get a return label for equipment is through the digital returns center on the Xfinity website. You can find the instructions here. Alternately you can also always return equipment to a local Xfinity store if there is one close to you. 

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user_xdl5ho

Visitor

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2 Messages

Yeah, none of this information is helpful - I have TRIED many times to return the equipment via the page instructions and cannot - my equipment for some reason is not eligible to be returned. I don't live near a store or a UPS store. WHY can't a prepaid label be emailed to me???

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4 months ago

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XfinityJeff

Official Employee

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533 Messages

@user_xdl5ho let us take a look at the account and see what we can do to assist with the return label. Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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4 months ago

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user_8iat5x

Visitor

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1 Message

need to return your equipment this is my 4th time trying to get you to e mail me a return lable. i am documenting how many times i have tried contacting you with dates and times would you please send me return lable

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3 months ago

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XfinityEricB

Official Employee

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2.9K Messages

 

user_8iat5x I would be happy to assist with getting you a return label, and I apologize you have had such trouble getting one. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

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

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 months ago

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