Regular Visitor
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4 Messages
XFi Gateway returned, still on account
I went back to using my customer-owned modem, and returned my XFi Gateway last Saturday; however, I am still seeing it listed on my equipment page (next to the customer-owned modem), and the Xfinity app complains that there is no connection to my gateway (which makes sense, seeing as how I no longer have it). My internet connection (using my own modem) works fine, though.
Looking for help getting the returned gateway removed from my account.
XfinityJorge
Official Employee
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2.9K Messages
2 hours ago
Hey there @diddelkiste! Thanks for using our Forums and for reaching out to our team directly. We are happy to work with you to make sure the equipment has been returned and removed off of the account. We truly appreciate you bringing this to our attention to ensure you are not charged. Please shoot us over a DM and we are happy to work together!
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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