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user_oyeh95
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4 Messages

11/30/2024 9:08 PM

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Using equipment I brought with me from the old address instead of the gateway that was sent.

I just moved to a new address yesterday and have been connected with the equipment I brought with me. I was sent a gateway which requires an app to activate but I have a flip phone. I would rather just use the equipment i brought with me which functions perfectly well and what should I do with the gateway that was sent?

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Updated 

2 years ago

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EG

Expert

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121.2K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for an answer.

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XfinityBenny

Official Employee

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1.7K Messages

2 years ago

@user_oyeh95  If you are enjoying the current modem, you can keep using it and return the one that was sent. The steps are here https://www.xfinity.com/support/articles/returning-your-equipment. Eventually the equipment will need to be updated, whether by speed upgrades or age. Check out the video I found for you here https://www.xfinity.com/support/articles/self-install-xfinity-internet-voice, to help activate new modems without the Xfinity App. 

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user_oyeh95

4 Messages

Thank you for your help. I have the gateway installed and the old router returned but I received a second gateway and it is still sealed in the box. I am wondering how to return it.

2 years ago

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XfinityDena

Official Employee

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4.7K Messages

@user_oyeh95

Luckily, we have made the process a bit easier for you. Here: https://www.xfinity.com/support/articles/returning-your-equipment?linkId=85670289 are the steps to initiate a return of your equipment. We have an awesome partnership with UPS and will take care of the postage for you! 

 

You can schedule an at-home pickup by initiating the equipment return at the Digital Returns Center, printing the UPS return label, boxing up the equipment and then calling 1-800-PICK-UPS to schedule the pickup. You will need the tracking number from the UPS return label to schedule the pickup. Or you can always visit a local service center to return the boxes. If you are needing any assistance in locating a service center you can follow this link: https://www.xfinity.com/support/service-center-locations/ to locate one near you. 

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2 years ago

user_oyeh95

4 Messages

@XfinityDena​ Thank you for your help.

2 years ago

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XfinityRichard

Official Employee

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3.7K Messages

Hi there, @user_oyeh95 It was a pleasure assisting you today, are there any other service or account concerns I can assist you with today?-Richard

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 as Best Answer.tick

2 years ago

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