Visitor
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2 Messages
turning in equipment
I turned in my gateway and extender today 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?
EG
Expert
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118.7K Messages
3 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityKam
Official Employee
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261 Messages
2 hours ago
@user_15311c Hello! Thanks for reaching out. Each return experience can vary slightly, but in most cases a receipt is provided at the time of return. When equipment is returned, it’s scanned by serial number, which is what links the device directly back to your account this is often why specific account details may not be requested during the process. As for the extenders, those are purchased devices, so they’re yours to keep and do not need to be returned.
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