return equipment

one of the options is to be sent a prepaid shipping label, but when i go to the return equipment section, it  says i don't have equipment to return, but i'm still being charged $400 a month because i have your equipment, and i can't make it to a store to return in person cause of my work schedule. all i freaking want is prepaid shipping label to return this so i stop being billed for a service i cancelled 2 months ago

@user_km0rrr , I do apologize but those are the only ways to return your equipment. If you no longer have an account you would have to return the equipment to a local Xfinity Service Center or UPS store location. UPS will print a shipping label for you and get it back to us as the Xfinity Service Center will scan it in right away to have it taken off the account and to have the credits applied to your account. 

I was told when I set my account to be cancelled I would be emailed a label, I never got that label. Also if I take it to UPS am I going to have to pay for said label? 

@user_km0rrr We don't have a way to email a return label on our end, but since we do have a partnership set up with UPS, you are able to take the equipment there for return and they will pack and ship it back to us for you, free of charge! I would recommend getting a receipt to keep for your records if you got that route, but you won't have to worry about covering any costs for the shipment through UPS. 

It's already packed up, what do I tell them? That it just needs to be sent to Xfinity? Or do I need to provide an address to them? 

Hello, @user_loi6dh. Thank you for reaching our team on Forums. You can print out a shipping label by following these steps:

Initiate your return online and send your equipment back with a prepaid UPS shipping label.

1. Sign in and visit the Equipment Return page.
   • Note: You must have your Xfinity ID and password to process your return online.
     • If you don't, you can head directly to a UPS Store near you.
   • Already submitted a return request?
     • You can track your return at the Pending Return Status page.
2. Check off the device(s) you'd like to return and select Continue.
   • When returning your device(s), check the serial number on the device to ensure that it matches your selection.
   • Note: If you're returning a TV Box, you can click Identify Device.
     • This will send a signal to that specific TV and display an on-screen message to let you know it's the correct TV Box.
3. Choose a reason for return and press Continue.
4. Select a return option, follow the listed instructions and press Confirm.
   • If you’ve selected UPS Prepaid Shipping:
     • Return to the Device Management Center.
     • Select Return Details for the device you’re returning.
     • Click Print Shipping Label to print the label for your package.
5. Put the equipment being returned into its original box.
6. Place your UPS prepaid shipping label on the outside.
   • Keep the top portion of the label with the tracking number included, as this will be your receipt.
7. You can either:
   • Call 1-800-PICK-UPS to schedule an at-home pickup by using the label tracking number.
     • Note: UPS may charge a fee for this service. We don't cover this or offer credit for it.
   • Drop the package off anywhere that UPS shipments are accepted.

Note: Please allow up to two weeks for the return to be reflected on your account.