U

Visitor

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1 Message

Thursday, March 16th, 2023 2:28 PM

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Return

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

Retired Employee

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5.9K Messages

1 year ago

@user_0137a7 

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).

OPTION ONE: ONLINE WITH PREPAID SHIPPING LABEL

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.

OPTION TWO: UPS STORE

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.

OPTION THREE: XFINITY STORE OR COMCAST SERVICE CENTER

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. 

Visitor

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3 Messages

@XfinityJessie​ 

I have the same problem as the original poster: Xfinity sent a new X1 TV box to me; I disconnected my old box from the TV and installed the new box. Everything works fine.

But: I am unable to return the old box. When I go to Xfinity.com/returns I see the new box listed, but not the old box. I can't proceed from there. I certainly don't want to return the new box.

My question: how can I return the old box if Xfinity doesn't allow me to select it?

Thank you

Frank

Problem Solver

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672 Messages

@bowiemd That is odd that it is not showing listed. Do you see the device when you log into the Xfinity App? Another option would be to stop by your local service center. They will return the equipment and make sure you are not charged for it. 

I no longer work for Comcast.

Visitor

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3 Messages

@bowiemd

I don't have a local service center: it's located in the former Bowie City Hall and is temporarily closed (don't know for how long). The next closest SC is many miles away. There is a UPS store within a short drive.

I thought that was odd also. Xfinity certainly knows the serial number of my old box - it was contained in the original email they sent to tell me I had to replace it!

There's nothing about this in the app - I just checked. It seems to be concerned with my Xfinity Internet connection only. Nothing about this transaction, or my TV. Sorry!

Frank

Valued Contributor

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406 Messages

This is definitely an odd situation, and we would need to dig into your account to try and ascertain what's going on. We never would ask for personal info in a public post, so please shoot us a direct message to get started!

I no longer work for Comcast.

Visitor

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3 Messages

@XfinityTimothy​  Will do. Can  you give me the DM process? I saw it somewhere on the forum but now I forget what it was!

Regular Visitor

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3 Messages

1 year ago

Hoping you can help me..long story..Received an email from Xfinity saying I needed to upgrade 2 tv boxes that will become obsolete end of May. Replied and received 2 replacement boxes, assumed the 2 boxes that were oldest were the ones needing replacing. Replaced them and shipped 2 boxes back via UPS. Discovered yesterday that the wrong boxes were replaced, talked to customer service yesterday, explained what happened and they shipped me 2 new boxes and received them today. Trying to print a return UPS label, the boxes I want to ship back do not show up when I go to the xfinity.com/returns address, so I can't print a UPS return label. How do I get around this?? Closest xfinity store is 45 miles from me and would prefer to ship via UPS.

Official Employee

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842 Messages

Thank you for reaching out to our Xfinity Forums today, @djernberg. You may feel free to just take the equipment you do want to return, into a participating UPS store location and they will ship it for you. I would write down the serial numbers of the equipment and keep the receipt when you do take in the boxes. I hope this helps! 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Contributor

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80 Messages

1 year ago

I had two legacy boxes I wanted to return because they were eligible for an upgrade. Instead of using the links in the email I received to start the upgrade/return process, I went to CHAT to ask some questions and ended up making additional changes. After getting the new boxes, I also saw that my only options for free returns by mail (at xfinity.com/returns ) were the two NEW boxes.
In two separate Xfinity CHAT conversations, I was told that I DID NOT NEED A LABEL to return items using the UPS store.
The person who helped me there scanned both boxes and gave me a receipt (with the serial numbers) then I got an email from Xfinity that my return was in progress.
I'm hoping for the best and will update if something goes wrong.

Good luck!

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