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user_apz4gy
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Saturday, March 14th, 2026 6:30 PM

Return Shipping label link issue

I need to return WiFi equipment and cannot get to an xfinity store, when I use the link to request a shipping label there is no device available for me to select and I cannot get a label. But I’m being charged late fees for not returning my equipment. When I call the customer support they just try to get me to restart my services.

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3 hours ago

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XfinityKam

Official Employee

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72 Messages

4 hours ago

Hello @user_apz4gy, I want to confirm with you since you are not showing the option online to return your modem, You are using a leased Xfinity modem correct? Please identify your modem from this list and let us know which of the following you have.https://www.xfinity.com/support/articles/broadband-gateways-userguides

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user_apz4gy

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3 Messages

@XfinityKam​ yes I assume it is leased because I have a $131 balance on my account for unreturned equipment and keep getting robo calls to return it. I have the advanced gateway XB7 model

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3 hours ago

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XfinityKam

Official Employee

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72 Messages

@user_apz4gy I want to look into this for you further

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

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

• Press Enter to send your message

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3 hours ago

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