1 Message

Thursday, March 16th, 2023 2:28 PM


​I am trying to return my old box but the only option for return is the new box that was sent to me. So how can I send the old equipment back ​

Official Solution



5.1K Messages

6 days ago


Welcome to the Xfinity Forum and thank you for posting your question here. Should you need to return your rented equipment, there are a few ways to do so (all free of charge).


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?
  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. Call 800-PICK-UPS to schedule an at-home pickup by using the label tracking number.
    • You can also drop the package off anywhere that UPS shipments are accepted.
    • Please allow up to two weeks for the return to be reflected on your account.


Stop by a UPS Store.

  1. Visit theupsstore.com/tools/find-a-store to find a UPS Store near you.
  2. You can package the equipment yourself using a cardboard box and the prepaid UPS shipping label you printed at home.
    • If you don’t have a cardboard box, you can bring your equipment to the store.
    • A UPS representative will pack and ship your equipment back to us at no charge.
  3. You can track the progress of your return at xfinity.com/returns or on UPS.com.
    • To find your tracking number:
      • Reference the tracking number on the return label to monitor your package.
      • Reference the tracking number on your physical receipt if a UPS Store representative packaged the equipment for you.
    • Please allow up to two weeks for the return to process and your account to reflect these changes.
    • Stay in the Know: If you have an email address on file, you'll also receive a confirmation email letting you know that the equipment was received and the date that the return was processed. Update your email address.


Visit us at an Xfinity Store or Comcast Service Center.

  1. Find an Xfinity Store or Comcast Service Center location near you.
  2. Visit xfinity.com/stores. to make an appointment.
  3. Drop off your equipment at any Xfinity Store or Comcast Service Center.
    • After you return your equipment, it'll be immediately removed from your account.
  4. Our team at the Xfinity Store will provide you with a receipt confirming your return details.

Additional information about returning equipment can be found here: https://www.xfinity.com/support/articles/returning-your-equipment

If you need additional assistance returning your equipment, please let us know here. 

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