prepaid return label

Thank you for reaching out. Have you already tried to generate the return label online using the Xfinity App? 

Use a home–printed or Xfinity–provided (if applicable) prepaid return label and drop the equipment off at a UPS location.

1) Use the prepaid return label from your most recent Xfinity shipment (if applicable).
 - If you received a prepaid return label in a recent shipment, proceed to step 6.
 - If you haven’t received a prepaid return label in a recent shipment, proceed to step 2 for at–home printing instructions.
2) Sign in and visit the Equipment Return page.
  Note: You must have your Xfinity ID  and password to process your return online. If you need help with your ID or password, go here.
 - Already submitted a return request?
- You can track your return at the Pending return status page.
3) Check off the device(s) you'd like to return and select Continue.
 - When returning your device(s), check the serial number on the device to ensure that it matches your selection.
  Note: If you're returning a TV Box, you can click Identify Device.
 - This will send a signal to that specific TV and display an on–screen message to let you know it's the correct TV Box.
4) Choose a reason for return and press Continue.
5) Select a return option, follow the listed instructions and press Confirm.
   If you’ve selected UPS Prepaid Shipping:
 - Return to the Device Management Center.
 - Select Return Details for the device you’re returning.
 - Click Print Shipping Label to print the label for your package.
6) Put the equipment being returned into its original box or any at–home cardboard box that fits your equipment. Note that only the device, remote, and power cord need to be returned. There is no need to return HDMI, Ethernet, or cable wires. Ensure the device is securely placed in the box and add any additional padding (newspaper, cardboard, etc.), if necessary.
7) Place your UPS prepaid shipping label on the outside.
 - Keep the top portion of the label with the tracking number included, as this will be your receipt.
8) You can either:
 - Drop the package off anywhere UPS shipments are accepted.
 - Find the nearest drop–off location here.
 - Call 1–800–PICK–UPS to schedule an at–home pickup by using the label tracking number.

This is the issue- your website won't let me print a label. I get all the way to the end and it gives me an error! I have spent HOURS on at least 5 separate chats and the solution I am given each time doesn't work. -First, I was told to go on the website and print the label=doesn't work. Next I was told to call the UPS number and tell them we need a label and schedule a pick up. Yea, UPS can't bring me a label and they need a tracking number in order to schedule a pickup. Then I was told to bring the equipment to the local Staples that has a UPS drop-off inside. I bring it there and they tell me they can't accept the equipment because they don't have the address that the equipment needs to be shipped to. It's insane that MULTIPLE contacts with customer service has resulted in WRONG information pretty much EVERY time!! 

I just tried again to print the label online and again I go through the whole process (select the equipment being returned, the reason for the return, and the pre-paid label option) and the next screen it brings me to says "Sorry, This Isn’t Working Right Now Your equipment details are unavailable at this time. Please check back later to see if you're eligible for a device update."

@user_atll2g

This link https://www.xfinity.com/support/articles/returning-your-equipment has great information on how you can return the equipment at a local Xfinity store or a UPS location https://www.xfinity.com/support/articles/find-a-comcast-service-center

If you can't print off the UPS shipping label, you can take it to a UPS store that does the equipment returns for  Xfinity,  you don't need an actual shipping label as UPS  will box it up and send it to Xfinity for you.  If that's not an option you can always take it to the local Xfinity store

I would recommend clearing your caches and cookies on the device you're using to see if you can print off the UPS shipping label if you're in need of having UPS come pick up the equipment for you

@user_atll2g

If clearing the caches and cookies still don't give you access to print off the prepaid shipping label,  go ahead and send me a direct message including your name complete address and I should have a way to mail you out a prepaid shipping label so you can have that equipment returned so those charges can be removed

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• 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