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?!?