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user_atll2g
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Friday, June 6th, 2025 12:05 PM

prepaid return label

I have been trying for OVER a month to get a prepaid return label so I can return the modem that I'm no longer using but still being charged for. I have placed several phone calls and had multiple chats and in total I have easily spent SIX HOURS and I still do not have a label. The process to request a label online keeps resulting in an error that says "your equipment details are unavailable at this time" which makes ZERO sense because I had to check the box next to the equipment I am trying to return. I've honestly never seen a website (especially for a company of this size) have SO MANY issues! In the past several months no matter what task I am trying to complete through the website I just get errors or the webpage just malfunctions.

I don't live near a Xfinity or UPS store so I NEED to be able to print a return label myself! Can someone PLEASE help me with this?!? 

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Updated 

2 days ago

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XfinityKassie

Official Employee

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1.8K Messages

2 days ago

 

user_atll2g Good morning! We appreciate you reaching out to our Xfinity Forums Team regarding your return label. I can definitely see how it would be frustrating not being able to get a return label. I'm happy to help you get what you need to return your equipment. To begin, can you please send a Direct Message with your name, and the address to where you had services? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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
 

 

2

user_atll2g

3 Messages

Thank you for the speedy response. I just sent a direct message. 

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2 days ago

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XfinityKassie

Official Employee

 • 

1.8K Messages

 

user_atll2g Thank you for the DM! I look forward to working with you today. 

 

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2 days ago

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