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scait
1st Topic

1 Message

Tuesday, January 2nd, 2024 4:36 PM

Closed

Return Equipment - device not showing up

My device isn't showing up when I'm trying to return my equipment. I found this forum with the same issue, but I can't follow the instructions because the Peer-to-Peer chat icon isn't showing up on my end. I need to move forward with returning my modem so I can avoid the fees. Can anyone help? 

Here's the forum I found: https://forums.xfinity.com/conversations/customer-service/my-devices-are-not-showing-up-to-return/62fbc5c52ff2c66589fcfdf5

Question

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Updated 

1 year ago

267

2

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XfinityPeterH

Official Employee

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1.9K Messages

1 year ago

Hello @scait ! You can be able to return the equipment to any nearby UPS store with no label, box or fee. Just bring in your equipment, tell the clerk you need to send the equipment back to Comcast and UPS will take care of everything for you free of cost. You can also bring in the equipment to any nearby Xfinity store. 

(edited)

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user_akcnuf

1 Message

1 year ago

I am having the same issue and am unable to get to a UPS store or xfinity store. Can you please send me a return label via email?

1

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XfinityJustinC

Official Employee

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1.3K Messages

@user_akcnuf​ thank you for taking time out of your day to reply to this post. From experience, if the account disconnect has been placed the options for equipment return isn't available when logging into your account. The return label needs to be printed before the account has been closed, and apologize if that was disclosed. 

I would definitely like to help with getting a return kit sent out, but did want to help get the proper expectations set up that sometimes our option to change shipping addresses other than the account address are limited. When you have time, please send a direct message and I would be happy to assist. 

 

To send a direct message: 

 

Click "Sign In" if necessary

 

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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