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user_fro8us
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4 Messages

Thursday, March 12th, 2026 5:21 PM

Sent 2 Modems and More Issues

Hello,

I recently upgraded my internet service that comes with Peacock Premium and Disney+Hulu. Here are my current issues:

  • Sent 2 XFI modems, how do I send the extra and old modem back?
  • I activated new XFI modem on the app, my account shows pending activation (is this modem specific?)
  • Unable to create Peacock Premium account (was able to create Disney+Hulu only)

This has been an incredibly frustrating experience.  Also, in the future, if I am using your website to manage my account and change my plan, please DO NOT HAVE A SALES REP REACH OUT TO ME to undo my order only to REDO IT so they get the sale. It creates a compounded issue like I am experiencing now. Totally unnecessary and stupid.

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13 minutes ago

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XfinitySara

Official Employee

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2.4K Messages

3 hours ago

I absolutely understand your concerns, @user_fro8us, and I'm glad you've reached out to our Digital Care Team for answers! I'll do my best to help :) To start, do you see both modems in the app? If so, you might be able to follow these steps for returning the extra one that isn't activated. That may also be the reason why the account shows a "pending" status (if one modem is still inactive). If we need to take a closer look at things, we definitely can, so not to worry.

 

Regarding the Peacock concern, what specific error or issue are you running into when attempting to create an account?

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user_fro8us

Visitor

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4 Messages

@XfinitySara​ I was finally able to get in touch with an agent who finished completing the activation process on their end; however, to answer your question, I do not see both modems in the app. Currently, it is showing the one that is activated.

My only issue now is how do I go about sending back the extra modem and my old one? Neither of them appear in the Pending Return Status page of my account.

Thank you for taking the time to respond!

(edited)

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3 hours ago

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XfinitySara

Official Employee

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2.4K Messages

I'm so glad most of this has been resolved, @user_fro8us! Thanks for taking the time to circle back around and let me know. If you cannot see any of the equipment you need to return online (app or return center), then your next best option is to take these items directly to an Xfinity Store. Alternatively, you may have a UPS Store pack and ship those devices back to us at no cost to you! Which option works best for you? And when do you think you can go? I'd love to follow up afterward :)

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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3 hours ago

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user_fro8us

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4 Messages

@XfinitySara​ Dropping it off at a UPS Store will work best as that is closer to me than an Xfinity Store. Is it specifically a UPS Store or can I go to a UPS drop-off location like Staples?

Thank you again for your help!

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3 hours ago

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XfinitySara

Official Employee

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2.4K Messages

@user_fro8us - Another good question! In your case, an actual The UPS Store location would be best. The drop-off locations can be used if you're able to print a shipping label through our return center. But since these devices aren't showing online, that leaves you with the first option.

 

The good news is no box or label is needed! You can just walk and hand the equipment and power cords over to them. They'll pack, label, and ship it back to us for free. They'll also provide you with a physical receipt showing the serial numbers and tracking information.

 

I'll give you 1 week in case you find time to go, but can also check again later if I find out you haven't been yet, no problem :)

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 hours ago

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user_fro8us

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4 Messages

@XfinitySara​ Thank you for the info, I'll have time next week to drop them off at the UPS Store then.

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26 minutes ago

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