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user_mku8k9
1st Topic

Visitor

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2 Messages

Wednesday, December 10th, 2025 11:59 PM

Request to return non-existent equipment

Hello,

I switched Xfinity account to Internet Now, and it was smooth. How, now I am bombarded by text messages asking to return equipment. I was using my own but checked my account, and it doesn't show anything. I answered that to the text message but obviously it is unattended, and the same message keeps coming. I checked with a Xfinity store, and they confirmed that I do not owe any return. Could you please advise how to resolve the issue.

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18 hours ago

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XfinityAlyssaA

Official Employee

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2.2K Messages

1 day ago

Good evening @user_mku8k9 and thank you for reaching out on our Forums with your unreturned equipment messages, we appreciate the opportunity to get this fixed! I see that you stated you were using your own equipment when you cancelled your previous XFINITY account and switched to NOW. Did you ever lease any TV or Internet equipment in the past at anytime? 

 

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user_mku8k9

Visitor

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2 Messages

Thanks for answering. 

I know for sure that I am using only my own equipment (modem and router) since 2017 and do not  remember the history before, though I believe 2017 was the time when I switched to Xfinity.  

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18 hours ago

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XfinityBillie

Official Employee

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3.7K Messages

 

user_mku8k9 Not to worry, we can take a look at the account and see what equipment is being flagged for return! Please send us a DM to Xfinity Support with your full name and address to get started. 

To send a direct message:
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

 

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18 hours ago

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