Visitor
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1 Message
Wrong return item, please correct
I was sent a replacement gateway that would not activate, along with a Wi-Fi extender I did not request. I have since been told to continue using my original XB7 gateway, which is working correctly.
Your equipment return system has selected my active gateway, serial number ending 6DA9, for return. This is incorrect.
Please correct the return authorization to cover the unused replacement gateway and Wi-Fi extender, and confirm that my existing XB7 will remain active on my account. Please provide the correct prepaid return instructions.
EG
Expert
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122K Messages
47 minutes 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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XfinityRichard
Official Employee
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3.7K Messages
32 minutes ago
Thank you for reaching out @user_svv75x , and I apologize for the confusion with the equipment return. Please send us a DM with your full first and last name and your complete service address. Once we locate the account, we can review the equipment associated with it, ensure the correct devices are marked for return, and verify that your active XB7 gateway remains on the account. We look forward to assisting you further and getting this resolved as quickly as possible.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (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
You must use the primary Xfinity ID
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