Visitor
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16 Messages
printing out a return label for xFi gateway
I need help please. My xFi gateway quit working on one of its ports, so I contacted xfinity through their assistant yesterday. I saved the chat but all the info pertaining to the order number confirmation and link to print out my return shipping label disappeared from the saved transcript.
I got my new gateway today (that was really fast) but I cannot get a return label to pull up. When I follow the links to print out the return label and the articles I see on returning equipment, I get a sorry this feature not working when it's trying to pull up my devices. Somewhere along the line I saw that I have 2 gateways in my account, but I cannot for the life of me find the gateways listed in my account. It's extremely confusing trying to find where in the world they might be listed using my account and so far I've had no luck. I DID find the failed gateway using the app, but not how to return it and the new gateway wasn't showing up. I do most everything on my computer rather than my app.
Sorry for the long and rambling, but I need to print a return label for home pickup as the closest UPS store to me is 35 miles one way. Forget about an xfinity store being anywhere close to me either. Any and all help and suggestions for me being able to get a return label printed out to return this faulty gateway would be appreciated. Thanks in advance.
Accepted Solution
XfinityAlyssaA
Official Employee
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1.8K Messages
9 months ago
Good morning @user_75dfa9 and happy Friday, we appreciate you taking the time to reach out on our Community Forums and hope that you are otherwise having a wonderful day so far! I'm sorry to hear that your gateway quick working and that you have run into issues trying to print out a return shipping label, not to worry though, our team can help with this! I'm glad you got your new gateway already, how is it working for you so far? We'll be happy to get a return label and box sent directly to your home so you can pack up the old one and send it back since your closest UPS store is 35-miles which is quite far! Once the old gateway is returned, we'll be sure to confirm that it has been properly removed from your account so you don't experience any unreturned equipment charges. You're in good hands and we'll make sure this gets resolved.
To get started, can you please send us a Direct Message with your name and the service address on the account? To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you!
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