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user_bkk0mb
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Tuesday, June 30th, 2026 7:54 PM

Requests to return equipment I’m using at my new home

I’m receiving requests to return my equipment.  I recently moved and transferred my service to my new residence.  I brought my equipment with me as instructed.  Service and equipment is working at my new address but I don’t want to be charged for not returning everything.  I’ve tried calling multiple customer support numbers with no help and continue receiving emails and texts saying to return my equipment. 

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11 hours ago

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EG

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118.8K Messages

17 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityEva

Official Employee

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2.5K Messages

17 hours ago

Thank you for reaching out about receiving these notices. What equipment did you take with you? Sometimes, there is additional equipment like the small Stream box with Xumo (previously known as Flex). If you did not activate the service at the new location for this, this may be a reason why you are receiving these notifications. 

 

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user_bkk0mb

Visitor

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2 Messages

@XfinityEva​ the only equipment I have is the router which I’m using at my new address 

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11 hours ago

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XfinityRay

Official Employee

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4K Messages

Thank you for letting us know that you only have a modem, and it is in use on the new account, @user_bkk0mb. If your accounts are linked through your User ID, you can check your account at that address to see the equipment that is listed. This link shows how to switch between accounts in the Xfinity app or on our website, https://www.xfinity.com/support/articles/switching-between-multiple-accounts.

 

We are also happy to check further on this. I will need to access the account to view the equipment. Please send us a direct message with your full name and both your previous and new service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon. 
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

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11 hours ago

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