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VPSAHD
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3 Messages

Sunday, August 13th, 2023 8:09 PM

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Return end of life modem?

I’ve tried calling and using the Xfinity Assistant for hours, but can’t get a person nor an answer. We were told our old modem is “end of life”. We have the new one running. Do I need to return this ancient one? If so, how? There’s no option for it in the app. 

Question

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Updated 

2 years ago

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Accepted Solution

XfinityDilary

Official Employee

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2.2K Messages

2 years ago

Thanks for clarifying. If that's the case, you would need to go directly to the UPS store or service center. 

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XfinityDilary

Official Employee

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2.2K Messages

2 years ago

Hey, @VPSAHD. Thanks for posting on our community forums. That's an excellent question. We do have a couple of options for returning the equipment. You can visit this LINK for more information. Typically, you have 30 days to return the old equipment. Let me know if the link works for you or if you have additional questions. 

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VPSAHD

3 Messages

@XfinityDilary​ 

Thanks, this unfortunately doesn’t help because when I login, the old modem is not there, so I can’t generate a return label. Unless there is something I’m missing.

2 years ago

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Incurio

New Poster

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4 Messages

Same issue here. Need a return label also.

2 years ago

0

XfinityAmira

Official Employee

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4.1K Messages

Hello @incurio! Thanks for taking the time to reach out to our team on Forums. I am sorry to hear the return label is not populating on your end. If the label is not coming up, you would have to return the equipment via one of our other methods. You can return the equipment;

 

At Authorized Shipper location- You can drop the equipment off at The UPS Store or a UPS Authorized Shipper location. (Make sure to visit theupsstore.com for the most up-to-date locations and store hours).

 

Dropping it off at an Xfinity Store- (Follow this link https://www.xfinity.com/local/store-offers to find open locations near you and to schedule an appointment).

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2 years ago

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