Returning flex box

Question

I recently downgraded my Xfinity internet service from 500mbps to 50 mbps since the ACP program has ended and I don’t know if I’m supposed to return my flex box I got when I first got my Xfinity service. It’s no longer working on my tv in the bedroom anyways so I don’t care if I need to return it but it’s hard to find specific information on what Xfinity wants you to return and if you do it incorrectly they charge you and I don’t want that to happen. SO do I return the flex box since I downgraded my internet or is it still included?

XfinityThomasD · Answer

user_kbk2en Thanks for making a post on our Community Forums. Unfortunately, specialty programs like the Internet Essentials Program would not qualify for including the Xfinity Flex/Xumo streaming services, which is why it would not be working after the plan change. I do apologize if this was not made clear. Here is a link for more information on the Flex service if you'd like to review (https://www.xfinity.com/support/articles/xfinity-flex-overview).

To return the equipment, you can always visit a local Xfinity Store and can find the closest location with this link. It will provide the hours, address, and option to book an appointment if you'd like. We also have a partnership with UPS, so you can bring the equipment to a local UPS Store and they will pack and ship it back to us without any payment necessary.

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user_kbk2en

Returning flex box

XfinityThomasD

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