2 Messages
The leased device I need to return is not in my Device Management Center
I was using a leased modem and two weeks ago the Internet started being unstable at my home. I talked to an xfinity agent, and upon some testing they determined that the modem was malfunctioning. They then sent me a new modem and asked me to return the old one. I required to return via UPS and they said I would receive a return label afterwards. However, I never received a return label, and after getting and activating the new modem, I cannot find the old one in the Device Management Center of my account to start a returning process, even when I only connected the old one. Now I started the returning process for the new one (which I can find in the Device Management Center), so that I can print the returning label and return the old one in time. Since I was never able to talk to an xfinity agent again (cannot break the AI's loop), I'm posting here and hopefully an xfinity employee can help fix my account.
XfinityMarcus
Official Employee
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1.7K Messages
4 months ago
user_nsyhww thank you for using the Xfinity Community Forums page to reach out. I understand you have had some trouble getting a return kit obtained for your old device and I would be more than happy to assist you in doing so on my end. I can manually have one shipped to you for that device, can you just send me a direct message with your full name and complete service address to get started?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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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XfinityShawn
Official Employee
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1.8K Messages
4 months ago
@user_nsyhww My team is happy to have helped you with your equipment concerns today. Take care, and have a good day.
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