Visitor
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7 Messages
Turned in Equipment but they still think I have it.
I turned in my gateway and extender on 7/26 at the Anderson, Indiana store after cancelling my internet service. The xfinity c/s person never logged into my account to mark that they had received it. He also said I didn't need to turn my extender in even though I was told on the phone that I needed to. He pulled out a generic form that he wrote the date/time has name/ and my phone number in the account and name section. It the equipment returned he only listed X138 (hard to read) and discc. He didn't note the extender in this section. He then handed me the paper with keeping a copy for himself. Is this standard procedure? Today, 7/3, I received a call reminding me to turn in my equipment. How do I resolve this?
XfinityOrlandoM
Official Employee
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3.5K Messages
5 days ago
@user_15311c
Thanks for reaching out. We apologize for any inconvenience or confusion. Any leased Xfinity equipment should be returned, but purchased equipment—such as Wi-Fi extenders, Xfinity cameras, alarm sensors, or doorbells—is yours to keep.
I’d be happy to take a closer look at your account to confirm whether any equipment is still listed.
To get started, please send me a direct message with your first and last name and complete service address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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